online retailing
1.0 INTRODUCTION
E-RETAILING
Online retailing (also known as B2C or business-to-consumer e-commerce) is basically a Web-enabled interface between your company and your target consumer for selling products and services on the Web with the facility of online payment.
Online retailing is the most famous and challenging innovation for the retail industry since the last two decades. It offers a new kind of distribution channel and unique options of collecting customer data and analysing buying patterns. Since it readiness for the market, online retailing has seen remarkable growth rates and begins to gain a significant share of total retail sales which results in a fundamental change of the overall sector.
As part of the E-Commerce sector the term ‘e retailing’ describes the internet based purchase of material and digitized products and goods via the World Wide Web (www) to consumers. The focus lies on the “Business-to-Consumer” (B2C) relation. The following illustration categorizes internet retailing within the field of E-Commerce.
SERVICES QUALITY
Service quality is a focused evaluation that reflects the customer 's perception of specific dimensions of service: reliability, responsiveness, assurance, Empathy, tangibles. Satisfaction, on other hand, is more inclusive: it is influenced by perceptions of service quality, product quality, and price as well as situational factors and personal factors
Service quality affects customer satisfaction by providing performance (real benefits). For example, if consumers believe they have entered the McDonald 's restaurant, they will get food, service, high quality everywhere the same, no matter the location of the restaurant, according to Millend M Lele (1995: 126).
"The creation of customer satisfaction can provide several benefits, including the relationship between companies and consumers are harmonious, providing a good basis for the purchase and re-creation of customer loyalty, and form a
E-RETAILING
Online retailing (also known as B2C or business-to-consumer e-commerce) is basically a Web-enabled interface between your company and your target consumer for selling products and services on the Web with the facility of online payment.
Online retailing is the most famous and challenging innovation for the retail industry since the last two decades. It offers a new kind of distribution channel and unique options of collecting customer data and analysing buying patterns. Since it readiness for the market, online retailing has seen remarkable growth rates and begins to gain a significant share of total retail sales which results in a fundamental change of the overall sector.
As part of the E-Commerce sector the term ‘e retailing’ describes the internet based purchase of material and digitized products and goods via the World Wide Web (www) to consumers. The focus lies on the “Business-to-Consumer” (B2C) relation. The following illustration categorizes internet retailing within the field of E-Commerce.
SERVICES QUALITY
Service quality is a focused evaluation that reflects the customer 's perception of specific dimensions of service: reliability, responsiveness, assurance, Empathy, tangibles. Satisfaction, on other hand, is more inclusive: it is influenced by perceptions of service quality, product quality, and price as well as situational factors and personal factors
Service quality affects customer satisfaction by providing performance (real benefits). For example, if consumers believe they have entered the McDonald 's restaurant, they will get food, service, high quality everywhere the same, no matter the location of the restaurant, according to Millend M Lele (1995: 126).
"The creation of customer satisfaction can provide several benefits, including the relationship between companies and consumers are harmonious, providing a good basis for the purchase and re-creation of customer loyalty, and form a
References: Minjoon Jun, Zhilin Yang, & DaeSoo Kim. (Vol. 21 No. 8, 2004). Customers’ perceptions of online retailing service quality and their satisfaction. International Journal of Quality & Reliability Management, pp. 817-840. Internet Retailing. StudyMode.com. Retrieved 04, 2008, from http://www.studymode.com/essays/Internet-Retailing-142524.html Yam B. Limbu, Marco Wolf, & Dale L. Lunsford. (Vol. 5 No. 1, 2011). Consumers’ perceptions of online ethics and its effects on satisfaction and loyalty. Journal of Research in Interactive Marketing, 71-89. Zhilin Yang, Robin T. Peterson, & shochan chai. (2003). service quality dimension of internet retailing : an exploratory analysis. journal of service marketing, 685-700.