CHANGING PARADIGMS OF BUSINESS: EMERGENCE OF E-COMMERCE (STUDYING THE ANTECEDENTS AND CONSEQUENCES)

Sheena Gupta, Vishal Garg, Anuradha Malik, Shubham Sethi
2017 International Journal of Innovative Research in Management Studies (IJIRMS   unpublished
Today in this technology driven world, the e-commerce companies have realized that only delivering high quality of e-services can help them in achieving competitive edge and would lead them t owards the path of success. Past studies show that customers are willing to pay higher price to e-tailers for high quality e-services. E-service quality(e-SQ) can be defined as the extent to which a website facilitates efficient and effective shopping, pur chasing and delivery of products and services
more » ... haml et.al.2000). E-tailers have realized the alarming need to shift their focus to e-service quality prior, during and following the transactions. One of the reasons why service quality is considered as k ey determinant of success for e-commerce is the facile, reasonable and costless comparison of technical features of products as compared to traditional channels. This paper will be valuable for both the academic researchers as well as the practitioners. The research provides deeper understanding of the literatu re on E-service quality and identifies gaps in the literature.
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