E–service quality in E–commerce : an empirical evidence from Vietnam. Luận văn ThS. Kinh doanh: 603401
The aim of this report is to practically assess e-service quality of e-commerce sites in Vietnam. Based on the e-service quality models proposed after 2000s, the survey questionnaire separated into three section: 6 questions for screening and general information, 38 e-service quality constructs,...
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| Other Authors: | |
| Format: | Theses and Dissertations |
| Language: | English |
| Published: |
2019
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| Subjects: | |
| Online Access: | http://repository.vnu.edu.vn/handle/VNU_123/65756 |
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| Institution: | Vietnam National University, Hanoi |
| Language: | English |
| Summary: | The aim of this report is to practically assess e-service quality of e-commerce sites in
Vietnam. Based on the e-service quality models proposed after 2000s, the survey
questionnaire separated into three section: 6 questions for screening and general
information, 38 e-service quality constructs, 4 customers’ satisfaction measures.
Data was collected from 593 customers of 4 popular online shopping sites in Vietnam
(Adayroi.com, Lazada.com, Shopee.vn, and Tiki.vn). Based on factor analysis, the
research demonstrate properties of e-service quality with 22 variables. The
regression model was constructed to examine the connection between customers’
satisfaction and e-service quality. At the same time, the managerial implications have
been drawn. |
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