The impact of online shopping services quality on customers' attitudes towards online shopping

العناوين الأخرى

أثر جودة خدمات التسوق الإلكتروني على اتجاهات الزبائن نحو التسوق الإلكتروني

مقدم أطروحة جامعية

Haddadin, Maisa Nail

مشرف أطروحة جامعية

al-Tahir, Asmahan

أعضاء اللجنة

Nasir al-Din, Hibah Hasan O.
Haddad, Shafiq

الجامعة

جامعة الشرق الأوسط

الكلية

كلية الأعمال

القسم الأكاديمي

قسم إدارة الأعمال

دولة الجامعة

الأردن

الدرجة العلمية

ماجستير

تاريخ الدرجة العلمية

2017

الملخص الإنجليزي

The purpose of this study is to examine the impact of online shopping services quality towards customers' attitudes in Jordan context.

This study also introduced a model consists of criteria that customers use in evaluating online shopping services quality.

In addition, the criteria of this study consists of five items which are information quality, web design quality, ease of use, web security and fulfillment that examined online shopping services on customer's attitude.

Collected data was from a survey of 387 students of three universities in Amman was used to test the model of the study.

The analytical results showed that online shopping services quality have a significant impact on customers' attitude.

In addition, the dimensions of online shopping services quality including ease of use, web security and fulfillment have a significant impact on customers' attitudes.

However the researcher found that there is no impact for both information quality and web design quality on customers' attitudes.

The researcher recommends that future research could use different types of methodology such as longitudinal study or focus group to examine the impact of online shopping service dimension toward customers' attitudes.

In addition, due to time limitation, the impact of personal characteristics on customers' attitudes was not examined, therefore, more studies are encouraged to conduct that involve personal characteristics (i.e.

internet knowledge and cultural environment) of Jordanian shoppers.

Also, this study will guide the managers of website to improve better marketing strategies and their business.

Finally, the academic will benefit from results, conclusions and recommendations of this study in order to conduct more researches.

التخصصات الرئيسية

إدارة الأعمال

الموضوعات

• التسويق عبر الإنترنت
• العملاء
• جودة الخدمات

عدد الصفحات

102

قائمة المحتويات

• APA
• MLA
• AMA

لغة النص

الإنجليزية

نوع البيانات

رسائل جامعية

رقم السجل

BIM-762886