Picture of Open Access badges

Discover Open Access research at Strathprints

It's International Open Access Week, 24-30 October 2016. This year's theme is "Open in Action" and is all about taking meaningful steps towards opening up research and scholarship. The Strathprints institutional repository is a digital archive of University of Strathclyde research outputs. Explore recent world leading Open Access research content by University of Strathclyde researchers and see how Strathclyde researchers are committing to putting "Open in Action".


Image: h_pampel, CC-BY

Antecedents of perceived quality in the context of internet retail stores

Gounaris, Spiros and Dimitriadis, Sergios and Stathakopoulos, Vlasis (2005) Antecedents of perceived quality in the context of internet retail stores. Journal of Marketing Management, 21 (7/8). pp. 669-700. ISSN 0267-257X

Full text not available in this repository. (Request a copy from the Strathclyde author)


This study investigates specific antecedents of perceived service quality in the Internet environment for trust to a retail store, experience with e-commerce, Internet familiarity, excitement with e-commerce, extent of using e-commerce, frequency of purchases from a company, in addition to exploring the reasons for shopping on line: such as price discounts, convenience, product availability, and purchase conditions. The results indicate that perceived e-service quality is comprised of four key dimensions: information, user friendliness, interaction / adaptation and aesthetics. Moreover, the study reveals that different dimensions of perceived e-service quality are influenced by diverse antecedents. For instance, whilst customer trust to a company influences all four dimensions, Internet familiarity has an impact solely on user friendliness. This picture remained when the type of store, either pure dot. com versus hybrid retailer, was tested as a moderator variable. Implications for practice, the limitations of the study, and directions for future research are discussed.