Please use this identifier to cite or link to this item:
Title: Service quality of online shopping platforms : a case-based empirical and analytical study
Authors: Choi, TM 
Chow PS 
Kwok B 
Liu SC 
Shen, B
Issue Date: 2013
Publisher: Hindawi Publishing Corporation
Source: Mathematical problems in engineering, 2013, v. 2013, 128678, p. 1-9 How to cite?
Journal: Mathematical problems in engineering 
Abstract: Customer service is crucially important for online shopping platforms (OSPs) such as eBay and Taobao. Based on the well-established service quality instruments and the scenario of the specific case on Taobao, this paper focuses on exploring the service quality of an OSP with an aim of revealing customer perceptions of the service quality associated with the provided functions and investigating their impacts on customer loyalty. By an empirical study, this paper finds that the "fulfillment and responsiveness" function is significantly related to the customer loyalty. Further analytical study is conducted to reveal that the optimal service level on the "fulfillment and responsiveness" function for the risk averse OSP uniquely exists. Moreover, the analytical results prove that (i) if the customer loyalty is more positively correlated to the service level, it will lead to a larger optimal service level, and (ii) the optimal service level is independent of the profit target, the source of uncertainty, and the risk preference of the OSP.
ISSN: 1024-123X
EISSN: 1563-5147
DOI: 10.1155/2013/128678
Rights: Copyright © 2013 Tsan-Ming Choi et al. This is an open access article distributed under the Creative Commons Attribution License (,which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.
The following publication Choi, T. -., Chow, P. -., Kwok, B., Liu, S. -., & Shen, B. (2013). Service quality of online shopping platforms: A case-based empirical and analytical study. Mathematical Problems in Engineering, 2013, 128678, 1-9 is available at
Appears in Collections:Journal/Magazine Article

Files in This Item:
File Description SizeFormat 
Choi_Service_Quality_Online.pdf1.99 MBAdobe PDFView/Open
View full-text via PolyU eLinks SFX Query
Show full item record
PIRA download icon_1.1View/Download Contents


Citations as of Mar 28, 2019


Last Week
Last month
Citations as of Apr 8, 2019

Page view(s)

Citations as of Apr 16, 2019


Citations as of Apr 16, 2019

Google ScholarTM



Items in DSpace are protected by copyright, with all rights reserved, unless otherwise indicated.