Research on Service Quality in the E-Commerce Sector

Abstract

Service quality is a critical issue in the e-commerce industry. Customers are susceptible to all aspects of service quality and value the speed and accuracy of processing their requests and the reliability of companies. Service quality has a multidimensional nature. Additionally, the ideal level of quality depends on consumer preferences, and these preferences can vary widely among customers. Quality can be difficult to measure, and consumer behavior can affect the quality of the network. A consumer survey will demonstrate the importance and use of service quality in the e-commerce industry. Respondents will be distributed a survey of questions most relevant to the consumers covered. As a result of the survey, the Servqual analysis method will be used to measure service quality. The index’s weight in the survey will be determined using the entropy method. Then, the overall Customer Satisfaction Index (CSI) will be determined using the previously calculated weights, and the data obtained from the consumer survey will be evaluated. While the results reveal the importance of service quality in the e-commerce sector, they will also provide helpful information about consumer preferences and the changes required to provide the service quality consumers expect.