{"id":"https://openalex.org/W2186828656","doi":"https://doi.org/10.19030/jabr.v31i1.9050","title":"An Investigation Of Perceived Service Quality In Online Shopping: A Hierarchical Approach","display_name":"An Investigation Of Perceived Service Quality In Online Shopping: A Hierarchical Approach","publication_year":2014,"publication_date":"2014-12-15","ids":{"openalex":"https://openalex.org/W2186828656","doi":"https://doi.org/10.19030/jabr.v31i1.9050","mag":"2186828656"},"language":"en","primary_location":{"id":"doi:10.19030/jabr.v31i1.9050","doi":"https://doi.org/10.19030/jabr.v31i1.9050","is_oa":true,"landing_page_url":"https://doi.org/10.19030/jabr.v31i1.9050","pdf_url":"https://clutejournals.com/index.php/JABR/article/download/9050/9041","source":{"id":"https://openalex.org/S2764593888","display_name":"Journal of Applied Business Research (JABR)","issn_l":"0892-7626","issn":["0892-7626","2157-8834"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["anvur-scientific","cwts-core","poland-20","russia-white-list-3"],"host_organization":"https://openalex.org/P4324341412","host_organization_name":"Clute Institute","host_organization_lineage":["https://openalex.org/P4324341412"],"host_organization_lineage_names":["Clute Institute"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Applied Business Research (JABR)","raw_type":"journal-article"},"volume":null,"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":true,"oa_status":"hybrid","oa_url":"https://clutejournals.com/index.php/JABR/article/download/9050/9041","any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5020681746","display_name":"Mercy Mpinganjira","orcid":"https://orcid.org/0000-0002-8637-0613","observed_orcids":["https://orcid.org/0000-0002-8637-0613"]},"institutions":[{"id":"https://openalex.org/I24027795","display_name":"University of Johannesburg","ror":"https://ror.org/04z6c2n17","country_code":"ZA","type":"education","lineage":["https://openalex.org/I24027795"]}],"countries":["ZA"],"is_corresponding":true,"raw_author_name":"Mercy Mpinganjira","raw_affiliation_strings":["University of Johannesburg, South Africa"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"University of Johannesburg, South Africa","institution_ids":["https://openalex.org/I24027795"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":["https://openalex.org/A5020681746"],"corresponding_institution_ids":["https://openalex.org/I24027795"],"apc_list":null,"apc_paid":null,"fwci":5.1212,"has_fulltext":true,"cited_by_count":19,"citation_normalized_percentile":{"value":0.94980108,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":88,"max":98},"biblio":{"volume":"31","issue":"1","first_page":"115","last_page":"115"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9477999806404114,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9477999806404114,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10609","display_name":"Digital Marketing and Social Media","score":0.01850000023841858,"subfield":{"id":"https://openalex.org/subfields/3312","display_name":"Sociology and Political Science"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10068","display_name":"Technology Adoption and User Behaviour","score":0.01730000041425228,"subfield":{"id":"https://openalex.org/subfields/1802","display_name":"Information Systems and Management"},"field":{"id":"https://openalex.org/fields/18","display_name":"Decision Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/perceived-service-quality","display_name":"perceived service quality","score":0.9309999942779541},{"id":"https://openalex.org/keywords/online-shopping","display_name":"online shopping","score":0.9539999961853027},{"id":"https://openalex.org/keywords/online-retail","display_name":"online retail","score":0.9229999780654907},{"id":"https://openalex.org/keywords/platform-quality","display_name":"platform quality","score":0.8870000243186951},{"id":"https://openalex.org/keywords/interaction-quality","display_name":"interaction quality","score":0.996999979019165},{"id":"https://openalex.org/keywords/outcome-quality","display_name":"outcome quality","score":0.9990000128746033},{"id":"https://openalex.org/keywords/consumer-attitudes","display_name":"consumer attitudes","score":0.8209999799728394},{"id":"https://openalex.org/keywords/word-of-mouth","display_name":"word of mouth","score":0.9240000247955322},{"id":"https://openalex.org/keywords/consumer-behavior","display_name":"consumer behavior","score":0.6269999742507935},{"id":"https://openalex.org/keywords/competitive-advantage","display_name":"competitive advantage","score":0.9459999799728394},{"id":"https://openalex.org/keywords/online-store","display_name":"online store","score":0.5740000009536743},{"id":"https://openalex.org/keywords/gauteng","display_name":"Gauteng","score":0.453000009059906}],"concepts":[{"id":"https://openalex.org/C2777526511","wikidata":"https://www.wikidata.org/wiki/Q691543","display_name":"Pace","level":2,"score":0.7736084461212158},{"id":"https://openalex.org/C137913393","wikidata":"https://www.wikidata.org/wiki/Q15737157","display_name":"Word of mouth","level":2,"score":0.6839892864227295},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.6765967011451721},{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.6757758855819702},{"id":"https://openalex.org/C91306197","wikidata":"https://www.wikidata.org/wiki/Q45767","display_name":"Competition (biology)","level":2,"score":0.6426372528076172},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.6338680982589722},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.5693364143371582},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.5441738963127136},{"id":"https://openalex.org/C2778572836","wikidata":"https://www.wikidata.org/wiki/Q380933","display_name":"Space (punctuation)","level":2,"score":0.5325737595558167},{"id":"https://openalex.org/C112698675","wikidata":"https://www.wikidata.org/wiki/Q37038","display_name":"Advertising","level":1,"score":0.5203573107719421},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.1409083604812622},{"id":"https://openalex.org/C13280743","wikidata":"https://www.wikidata.org/wiki/Q131089","display_name":"Geodesy","level":1,"score":0.0},{"id":"https://openalex.org/C86803240","wikidata":"https://www.wikidata.org/wiki/Q420","display_name":"Biology","level":0,"score":0.0},{"id":"https://openalex.org/C18903297","wikidata":"https://www.wikidata.org/wiki/Q7150","display_name":"Ecology","level":1,"score":0.0},{"id":"https://openalex.org/C205649164","wikidata":"https://www.wikidata.org/wiki/Q1071","display_name":"Geography","level":0,"score":0.0},{"id":"https://openalex.org/C138885662","wikidata":"https://www.wikidata.org/wiki/Q5891","display_name":"Philosophy","level":0,"score":0.0},{"id":"https://openalex.org/C111472728","wikidata":"https://www.wikidata.org/wiki/Q9471","display_name":"Epistemology","level":1,"score":0.0},{"id":"https://openalex.org/C111919701","wikidata":"https://www.wikidata.org/wiki/Q9135","display_name":"Operating system","level":1,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.19030/jabr.v31i1.9050","doi":"https://doi.org/10.19030/jabr.v31i1.9050","is_oa":true,"landing_page_url":"https://doi.org/10.19030/jabr.v31i1.9050","pdf_url":"https://clutejournals.com/index.php/JABR/article/download/9050/9041","source":{"id":"https://openalex.org/S2764593888","display_name":"Journal of Applied Business Research (JABR)","issn_l":"0892-7626","issn":["0892-7626","2157-8834"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["anvur-scientific","cwts-core","poland-20","russia-white-list-3"],"host_organization":"https://openalex.org/P4324341412","host_organization_name":"Clute Institute","host_organization_lineage":["https://openalex.org/P4324341412"],"host_organization_lineage_names":["Clute Institute"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Applied Business Research (JABR)","raw_type":"journal-article"}],"best_oa_location":{"id":"doi:10.19030/jabr.v31i1.9050","doi":"https://doi.org/10.19030/jabr.v31i1.9050","is_oa":true,"landing_page_url":"https://doi.org/10.19030/jabr.v31i1.9050","pdf_url":"https://clutejournals.com/index.php/JABR/article/download/9050/9041","source":{"id":"https://openalex.org/S2764593888","display_name":"Journal of Applied Business Research (JABR)","issn_l":"0892-7626","issn":["0892-7626","2157-8834"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["anvur-scientific","cwts-core","poland-20","russia-white-list-3"],"host_organization":"https://openalex.org/P4324341412","host_organization_name":"Clute Institute","host_organization_lineage":["https://openalex.org/P4324341412"],"host_organization_lineage_names":["Clute Institute"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Applied Business Research (JABR)","raw_type":"journal-article"},"sustainable_development_goals":[],"sustainable_development_goals_aurora":[{"display_name":"Industry, innovation and infrastructure","score":0.4300000071525574,"id":"https://metadata.un.org/sdg/9"}],"study_designs":[{"display_name":"Observational Study","id":"https://openalex.org/study-designs/observational-study"}],"awards":[],"funders":[],"has_content":{"pdf":true,"grobid_xml":true},"content_urls":{"pdf":"https://content.openalex.org/works/W2186828656.pdf","grobid_xml":"https://content.openalex.org/works/W2186828656.grobid-xml"},"referenced_works_count":56,"referenced_works":["https://openalex.org/W62824994","https://openalex.org/W1131522733","https://openalex.org/W1526178333","https://openalex.org/W1549054775","https://openalex.org/W1565838829","https://openalex.org/W1587389437","https://openalex.org/W1669165923","https://openalex.org/W1923159549","https://openalex.org/W1936577290","https://openalex.org/W1965121599","https://openalex.org/W1969883120","https://openalex.org/W1970521507","https://openalex.org/W1970908276","https://openalex.org/W1971440513","https://openalex.org/W1971684258","https://openalex.org/W1975694814","https://openalex.org/W1977735025","https://openalex.org/W1979907230","https://openalex.org/W1982746812","https://openalex.org/W1994680801","https://openalex.org/W1996991921","https://openalex.org/W2009265829","https://openalex.org/W2010977599","https://openalex.org/W2019995119","https://openalex.org/W2020656827","https://openalex.org/W2020795079","https://openalex.org/W2021778777","https://openalex.org/W2025348689","https://openalex.org/W2026333301","https://openalex.org/W2032600898","https://openalex.org/W2033074042","https://openalex.org/W2036389121","https://openalex.org/W2037210803","https://openalex.org/W2057692020","https://openalex.org/W2059172850","https://openalex.org/W2067607668","https://openalex.org/W2070094106","https://openalex.org/W2073205321","https://openalex.org/W2078317562","https://openalex.org/W2088813172","https://openalex.org/W2102847240","https://openalex.org/W2112559997","https://openalex.org/W2151694441","https://openalex.org/W2154261858","https://openalex.org/W2164503838","https://openalex.org/W2184479488","https://openalex.org/W2416484720","https://openalex.org/W2481311847","https://openalex.org/W2558686323","https://openalex.org/W2735712699","https://openalex.org/W4236060088","https://openalex.org/W4285719527","https://openalex.org/W4299669611","https://openalex.org/W7025543917","https://openalex.org/W7062817082","https://openalex.org/W7070674712"],"related_works":["https://openalex.org/W3134009178","https://openalex.org/W3166310022","https://openalex.org/W2037997748","https://openalex.org/W2942491181","https://openalex.org/W2012242612","https://openalex.org/W2972544121","https://openalex.org/W6991096534","https://openalex.org/W4389160645","https://openalex.org/W7217303393","https://openalex.org/W7217220493"],"abstract_inverted_index":{"Online":[0],"retailing":[1],"is":[2,21,23,157],"a":[3,46,83,95,106,159],"new":[4],"but":[5],"fast":[6,16],"growing":[7,22],"phenomenon":[8],"in":[9,25,142,146,195],"many":[10],"countries":[11],"around":[12],"the":[13,29,163,196],"world.":[14],"The":[15,109,151,179],"pace":[17],"at":[18],"which":[19],"it":[20],"resulting":[24],"stiff":[26],"competition":[27],"on":[28,42,130],"online":[30,73,78,89,99,113,134,166,187],"market":[31],"space.":[32],"Many":[33],"firms":[34],"now":[35],"realise":[36],"that":[37,112,155],"they":[38],"cannot":[39],"only":[40],"rely":[41],"low":[43],"prices":[44],"as":[45,62,82,117,136,138],"source":[47,84],"of":[48,58,85,97,144,149,162,174,177,184,186],"competitive":[49,86],"advantage":[50,87],"and":[51,67,124,170,190],"are":[52],"looking":[53],"for":[54,88],"other":[55],"effective":[56],"ways":[57],"differentiating":[59],"themselves":[60],"so":[61],"to":[63],"attract":[64],"more":[65],"customers":[66,131,171],"enhance":[68],"their":[69,72,139],"satisfaction":[70],"with":[71],"stores.":[74,90],"This":[75],"paper":[76],"investigates":[77],"store":[79,114,167],"service":[80,115,168],"quality":[81,116,123,126,169],"Data":[91],"was":[92],"collected":[93],"from":[94,101],"total":[96],"201":[98],"shoppers":[100],"Gauteng":[102],"South":[103],"Africa":[104],"using":[105],"structured":[107],"questionnaire.":[108],"findings":[110,152,180],"show":[111,154],"reflected":[118],"by":[119],"platform":[120],"quality,":[121],"interaction":[122],"outcome":[125],"has":[127],"significant":[128,160],"influence":[129],"attitude":[132,156],"towards":[133],"stores":[135,189],"well":[137],"behavioural":[140,172],"response":[141,173],"terms":[143],"engagement":[145],"positive":[147,175],"word":[148,176],"mouth.":[150,178],"also":[153],"not":[158],"mediator":[161],"relationship":[164],"between":[165],"have":[181,192],"wide":[182],"implications":[183],"management":[185],"retail":[188],"these":[191],"been":[193],"highlighted":[194],"paper.":[197]},"counts_by_year":[{"year":2025,"cited_by_count":1},{"year":2024,"cited_by_count":1},{"year":2023,"cited_by_count":1},{"year":2022,"cited_by_count":1},{"year":2021,"cited_by_count":3},{"year":2020,"cited_by_count":1},{"year":2019,"cited_by_count":4},{"year":2017,"cited_by_count":5},{"year":2015,"cited_by_count":2}],"updated_date":"2026-10-30T12:39:25.321706","created_date":"2016-06-24T00:00:00"}