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The Strathprints institutional repository is a digital archive of University of Strathclyde's Open Access research outputs. Strathprints provides access to thousands of Open Access research papers by Strathclyde researchers, including by researchers from the Physical Activity for Health Group based within the School of Psychological Sciences & Health. Research here seeks to better understand how and why physical activity improves health, gain a better understanding of the amount, intensity, and type of physical activity needed for health benefits, and evaluate the effect of interventions to promote physical activity.

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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

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Abstract

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.