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- W2787644310 abstract "Dimension of critical factors that impact online retailing (e-quality) are synthesized fromliterature and organized along eleven e-service quality which are incubative dimension(ease of use, linkage, appearance, structure and layout, content and information) andactive dimension (reliability, security, efficiency, communication, support andincentives). Using a random sample of nine Banks that have online banking services, thestudy benchmark real online transactions against e-quality service dimension. Findingsuggests several areas that e-retailers should target for improvement. These areas includeenhancing the capabilities of search engine, providing the ability to translate intomultiple languages, enhancing way to interact with customer like chatting site, electronicbulletin board, and voice over IP, build more affinity program, reducing the number ofclicks to complete a transaction and provide customer the ability to track order statusand ease of check out. The use of the Internet as a channel for commerce andinformation presents an opportunity for business to use the Internet as a tool forcustomer relationship management (CRM) and electronic customer relationship (ECRM).This study also attempted to uncover the state of customer services andElectronic Customer Relationship Management (E-CRM) implemented in onlineretailers. It was found that electronic retailers differ in the presence of the 42 different ECRMfeatures and also have different perception of e-service quality." @default.
- W2787644310 created "2018-02-23" @default.
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- W2787644310 date "2004-01-01" @default.
- W2787644310 modified "2023-09-24" @default.
- W2787644310 title "Electronic retailers' perception of internet retail service quality / Che Suzana Aida Che Nordin" @default.
- W2787644310 hasPublicationYear "2004" @default.
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