E-Service quality : Malaysian perceptions / Noor Habibah Arshad, Norjansalika Janom and Isnainy Mohd Idris
The opportunities and challenges offered by the 'electronic retail market place' are certainly generating both excitement and concern within the business community. However, Internet retailing is still very much in its infancy especially in Malaysia. One of the factors to boost the usage o...
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| Format: | Article |
| Language: | English |
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Fakulti Teknologi Maklumat dan Sains Kuantitatif
2005
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| Subjects: | |
| Online Access: | https://ir.uitm.edu.my/id/eprint/11650/ |
| _version_ | 1848803034363068416 |
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| author | Arshad, Noor Habibah Janom, Norjansalika Mohd Idris, Isnainy |
| author_facet | Arshad, Noor Habibah Janom, Norjansalika Mohd Idris, Isnainy |
| author_sort | Arshad, Noor Habibah |
| building | UiTM Institutional Repository |
| collection | Online Access |
| description | The opportunities and challenges offered by the 'electronic retail market place' are certainly generating both excitement and concern within the business community. However, Internet retailing is still very much in its infancy especially in Malaysia. One of the factors to boost the usage of electronic retail market place is the service quality. Service quality is increasingly recognized as an important aspect of electronic retail marketplace. Service quality is the key determinant for successful e-commerce. Gummesson (1979) was one of the first to suggest that the
concept of service quality was strongly related to perceptions and trust. This study aims to gather information about consumer perceptions of Internet retail service quality based on selected dimensions, which represent overall quality of Internet retailing. The dimensions are reliability, access, security, efficiency, ease of use and information. Other objectives are to see whether demographic profile and Internet usage would influence the perception on the e-service quality. |
| first_indexed | 2025-11-14T21:32:49Z |
| format | Article |
| id | uitm-11650 |
| institution | Universiti Teknologi MARA |
| institution_category | Local University |
| language | English |
| last_indexed | 2025-11-14T21:32:49Z |
| publishDate | 2005 |
| publisher | Fakulti Teknologi Maklumat dan Sains Kuantitatif |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | uitm-116502016-09-27T03:59:36Z https://ir.uitm.edu.my/id/eprint/11650/ E-Service quality : Malaysian perceptions / Noor Habibah Arshad, Norjansalika Janom and Isnainy Mohd Idris Arshad, Noor Habibah Janom, Norjansalika Mohd Idris, Isnainy Malaysia Malaysia The opportunities and challenges offered by the 'electronic retail market place' are certainly generating both excitement and concern within the business community. However, Internet retailing is still very much in its infancy especially in Malaysia. One of the factors to boost the usage of electronic retail market place is the service quality. Service quality is increasingly recognized as an important aspect of electronic retail marketplace. Service quality is the key determinant for successful e-commerce. Gummesson (1979) was one of the first to suggest that the concept of service quality was strongly related to perceptions and trust. This study aims to gather information about consumer perceptions of Internet retail service quality based on selected dimensions, which represent overall quality of Internet retailing. The dimensions are reliability, access, security, efficiency, ease of use and information. Other objectives are to see whether demographic profile and Internet usage would influence the perception on the e-service quality. Fakulti Teknologi Maklumat dan Sains Kuantitatif 2005 Article PeerReviewed text en https://ir.uitm.edu.my/id/eprint/11650/1/AJ_NOOR%20HABIBAH%20ARSHAD%20JTMSK%2005%201.pdf Arshad, Noor Habibah and Janom, Norjansalika and Mohd Idris, Isnainy (2005) E-Service quality : Malaysian perceptions / Noor Habibah Arshad, Norjansalika Janom and Isnainy Mohd Idris. (2005) Jurnal Teknologi Maklumat dan Sains Kuantitatif <https://ir.uitm.edu.my/view/publication/Jurnal_Teknologi_Maklumat_dan_Sains_Kuantitatif.html>, 7 (1). pp. 49-58. ISSN 1823-0822 |
| spellingShingle | Malaysia Malaysia Arshad, Noor Habibah Janom, Norjansalika Mohd Idris, Isnainy E-Service quality : Malaysian perceptions / Noor Habibah Arshad, Norjansalika Janom and Isnainy Mohd Idris |
| title | E-Service quality : Malaysian perceptions / Noor Habibah Arshad, Norjansalika Janom and Isnainy Mohd Idris |
| title_full | E-Service quality : Malaysian perceptions / Noor Habibah Arshad, Norjansalika Janom and Isnainy Mohd Idris |
| title_fullStr | E-Service quality : Malaysian perceptions / Noor Habibah Arshad, Norjansalika Janom and Isnainy Mohd Idris |
| title_full_unstemmed | E-Service quality : Malaysian perceptions / Noor Habibah Arshad, Norjansalika Janom and Isnainy Mohd Idris |
| title_short | E-Service quality : Malaysian perceptions / Noor Habibah Arshad, Norjansalika Janom and Isnainy Mohd Idris |
| title_sort | e-service quality : malaysian perceptions / noor habibah arshad, norjansalika janom and isnainy mohd idris |
| topic | Malaysia Malaysia |
| url | https://ir.uitm.edu.my/id/eprint/11650/ |