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Service Quality in the E-Retailing Industry

Name: Service Quality in the E-Retailing Industry
Price: 18.95 EUR
Availability: InStock
Author: Maximilian Wagner
ISBN: 978-3-668-59387-9

A Case Study on Amazon.com

Case Study, 2016

32 Pages, Grade: 1,0

Maximilian Wagner (Author)

Excerpt

i. Abstract

iii. List of Tables and Figures

iv. List of Appendices

1. Introduction

2. Literature Review

3. Methodology

4. Findings and Analysis
4.1. Service Recovery
4.2. CustomerSupportService
4.3. Delivery Quality
4.4. Product Quality
4.5. Importance Ratings

5. Conclusions

6. Recommendations

v. Bibliography

vi. Appendices
Appendix A: Service Quality - Critical Incident Questionnaire
Appendix B: Questionnaire Analysis - Gender Distribution
Appendix C: Questionnaire Analysis - Age Distribution
Appendix D: Questionnaire Analysis - Online Shopping Frequency

Excerpt out of 32 pages

Details

Title: Service Quality in the E-Retailing Industry
Subtitle: A Case Study on Amazon.com
College: University of Brighton
Grade: 1,0
Author: Maximilian Wagner (Author)
Year: 2016
Pages: 32
Catalog Number: V384345
ISBN (eBook): 9783668593862
ISBN (Book): 9783668593879
File size: 1801 KB
Language: English
Keywords: online, shopping, amazon, e-retail

Quote paper: Maximilian Wagner (Author), 2016, Service Quality in the E-Retailing Industry, Munich, GRIN Verlag, https://www.grin.com/document/384345

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