Earticle

초록

영어

Consumer demand for e-commerce services has skyrocketed due to the introduction of social distancing standards and lockdown measures that countries have taken to combat the pandemic. There has been a notable surge in the popularity of on-demand delivery services, with a significant influx of new users turning to the e-platform for assistance. This research paper tries to identify the enablers of E-commerce Utility and Service Quality and establish a connection using total interpretive structural modelling (TISM). Enablers are the building blocks for providing customers with an enhanced and more consistent service experience contributing to service quality. The enablers and the linkages thus established hold valuable insights for e-commerce marketers, aiding them in effectively reaching their customers, and achieving desired growth outcomes. The TISM- based model and the MICMAC analysis identified two barriers; website design and personalization as the decisive attributes of e-commerce service quality, possessing strong driving power and weak dependence. Furthermore, the factors of reliability, responsiveness, information, and ease of use form the linkage zone, indicating that any action taken on these factors would not only influence other factors but also have a reciprocal effect on them.

목차

ABSTRACT
Ⅰ. Introduction
1.1. The Rationale of the Study
1.2. Statement of the Problem
1.3. Research Questions
Ⅱ. Literature Review
Ⅲ. Research Methodology
Ⅳ. Analysis
4.1. Phase 1
4.2. Phase 2
4.3. Phase 3
Ⅴ. Discussion and Conclusion
5.1. Limitations and Future Research

 Questionnaire

키워드

저자

• Dhanya Manayath [ Assistant Professor(Senior Grade), Amrita Vishwa Vidyapeetham, Kochi, Kerala, India ] Corresponding author
• Dulari S S [ Associate Professor, SCMS School of Technology and Management, Kochi, India ]

참고문헌

발행기관

간행물

표지보기 관심저널 등록

• 간행물명

  Asia Pacific Journal of Information Systems

• 간기

  계간

• pISSN

  2288-5404

• eISSN

  2288-6818

• 수록기간

  1990~2026

• 등재여부

  KCI 등재,SCOPUS

• 십진분류

  KDC 325 DDC 658