Year: 2020
Type: article
Study design: Observational Study
Abstract: The transformation in customer experience promoted by the advent of Web 2.0 has led to the measurement of customer perception of quality to consider more hedonic and subjective aspects of quality. Since there is no consensus in the literature on what the quality attributes of electronic services are and how they are organized, the objective was to investigate how to organize the objective and hedonic attributes of quality in online retail, based on the model of e-transqual measurement. For data analysis, descriptive statistics, and exploratory factor analysis (EFA) techniques were used. It is concluded that online retail companies should focus on technical characteristics, but should not overlook the hedonic aspects of quality, so as to make the customer experience during the buying process more enjoyable and thus ensure higher levels of quality. quality perception.
Institution: Universidade Federal de Sergipe
Language: English
Subfield: Marketing
Domain: Social Sciences
Open Access status: diamond
OpenAlex ID: W3117878059