Research on Service Quality in the E-Commerce Sector

Yaren Çağlar, Paşa Çiçeklidağ, Selim Zaim

Research output: Chapter in Book/Conference paperConference paperpeer-review


Service quality is a critical issue in the e-commerce industry. Customers are susceptible to all aspects of service quality and value the speed and accuracy of processing their requests and the reliability of companies. Service quality has a multidimensional nature. Additionally, the ideal level of quality depends on consumer preferences, and these preferences can vary widely among customers. Quality can be difficult to measure, and consumer behavior can affect the quality of the network. A consumer survey will demonstrate the importance and use of service quality in the e-commerce industry. Respondents will be distributed a survey of questions most relevant to the consumers covered. As a result of the survey, the Servqual analysis method will be used to measure service quality. The index’s weight in the survey will be determined using the entropy method. Then, the overall Customer Satisfaction Index (CSI) will be determined using the previously calculated weights, and the data obtained from the consumer survey will be evaluated. While the results reveal the importance of service quality in the e-commerce sector, they will also provide helpful information about consumer preferences and the changes required to provide the service quality consumers expect.

Original languageEnglish
Title of host publicationIndustrial Engineering in the Industry 4.0 Era - Selected Papers from ISPR2023
EditorsNuman M. Durakbasa, M. Güneş Gençyılmaz
PublisherSpringer Science + Business Media
Number of pages8
ISBN (Print)9783031539909
Publication statusPublished - 2024
EventInternational Symposium for Production Research, ISPR 2023 - Antalya, Türkiye
Duration: 5 Oct 20237 Oct 2023

Publication series

NameLecture Notes in Mechanical Engineering
ISSN (Print)2195-4356
ISSN (Electronic)2195-4364


ConferenceInternational Symposium for Production Research, ISPR 2023


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