Service Quality of E-Commerce Websites: Analysis and Measurement

E-commerce have grown significantly in recent years, becoming one of the preferred methods of purchasing goods or services by customers. Online websites are increasing their proportion of sales volume in a rapid and transient manner, indicating that they are a channel to which retailers should pay attention, given that they are a future trend for retail. E-commerce has rapidly multiplied the business opportunity of the companies by entering into larger population. We have witnessed these changes in the COVID-19 pandemic where the websites have come up with innovative ways to cater the needs of the people. Therefore, this research tries to measure and analyse service quality of e-commerce websites, customer satisfaction and financial performance.The objective of this study is to measure various service quality factors of online shopping websites and to examine customer satisfaction derived from service quality. The study also focuses on measuring financial performance affected from customer satisfaction. The study focuses on five dimensions of e-service quality model to predict the service encounter satisfaction of customers.