How do consumers evaluate internet retail service quality?

SelectedWorks Author Profiles:

Philip J. Trocchia

Document Type


Publication Date


Date Issued

January 2003

Date Available

May 2013




The conceptualization and assessment of service quality continues to play an important role in marketing for both academics and practitioners alike. This study extends the service quality literature by utilizing semi-structured depth interviews with 58 online shoppers to uncover key aspects of Internet service quality. Results indicate that consumers evaluate the service of Internet marketers in terms of five major dimensions: performance, access, security, sensation, and information. While marketing academicians may use the study's findings as a framework to develop measures to empirically assess Internet service quality, online retailers may use our findings as a resource while constructing, managing, and evaluating their marketing strategies.


Abstract only. Full-text article is available only through licensed access provided by the publisher. Published in Journal of Services Marketing, 17 (3), 243-253. DOI: 10.1108/08876040310474800 Members of the USF System may access the full-text of the article through the authenticated link provided.




Emerald Group Publishing Limited

Creative Commons License

Creative Commons Attribution-Noncommercial-No Derivative Works 4.0 License
This work is licensed under a Creative Commons Attribution-Noncommercial-No Derivative Works 4.0 License.