Track: Graduate Student Paper Competition
Abstract
With the basis of existing literature on service quality in online purchasing, this study aims to produce new knowledge to understand better the essential elements of e-commerce service quality that impact customer satisfaction and consumer behavior. This research concentrates on customer satisfaction for the top online shopping platforms in the Philippines based on the four dimensions of the E-S-QUAL model. The item statements of the dimensions are then ranked using Analytical Hierarchy Process. This research will show the specific dimensions and sub-criteria that these companies can improve their services. Moreover, the evaluation process results serve as a benchmark for best practices in the online shopping industry.
Keywords
AHP, E-S-QUAL, Online Shopping,quality, and shopping industry.