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Original Research

COMPARISON OF E-SERVICE QUALITY ATTRIBUTES: ELECTRONIC RETAILING AND ELECTRONIC BANKING SECTORS

P. KRITHIKA 1, and Dr. P SHALINI 2.

Vol 17, No 09 ( 2022 )   |  DOI: 10.5281/zenodo.7107506   |   Author Affiliation: Research Scholar Department of Management, Vels Institute of Science, Technology & Advanced Studies,Chennai-Tamil Nadu 1; Professor, HOD, MBA (LSCM) & Research Supervisor, Vels Institute of Science, Technology &Advanced Studies, Chennai-Tamil Nadu 2.   |   Licensing: CC 4.0   |   Pg no: 1289-1299   |   To cite: P.KRITHIKA, et al., (2022). COMPARISON OF E-SERVICE QUALITY ATTRIBUTES:ELECTRONICRETAILINGANDELECTRONICBANKINGSECTORS. 17(09), 1289–1299. https://doi.org/10.5281/zenodo.7107506   |   Published on: 22-09-2022

Abstract

The predominance of the web entails a better knowledge of electronic service quality attributes for today’s world. To compare and analyze various e-service quality attributes in two sectors 1) electronic retailing 2) electronic banking. This article is focusing on the perception of all electronic service quality attributes. Further, it aims to know which is the most frequently used e-service attribute in these two sectors. We are using Comparison Of E-Service Quality Attributes in our study. The elements of every e-service quality measurement were all unique to one another. Because e-retailing (a hybrid of goods and services) and e-banking (pure service) are entirely two different sectors. The E-service quality is a crucial strategy for every e-marketer. It helps to expand the online companies and also dominates in creating the websites and offerings in a better way. The main element to get through in a savage digital environment is to focus on the perception of e-service quality attributes in different e-platforms. A detailed paper addressed four eservice quality attributes that is i) website design, ii) customer service, security and iv) fulfillment on both electronic retailing (associated with both goods and services) and electronic banking sectors (associated with service) have been studied. In our study we conclude website design is the primary attribute for e-retailing in contrast e-banking shows security and privacy attribute is considered as a primary attribute.


Keywords

E-Retailing, E-Banking, E-Service Quality attributes