Analysis of the Dimensions of Quality Perceived by Clients of Online Retail Organizations

  • João Ricardo Correia Andrade Postgraduate Program in Administration, Sergipe Federal University, São Cristóvão, Brazil
  • Veruschka Vieira Franca Postgraduate Program in Administration, Sergipe Federal University, São Cristóvão, Brazil
Keywords: Consumer experience, hedonic aspects, measurement, electronic service, retail online


The transformation in customer experience promoted by the advent of Web 2.0 has led to the measurement of customer perception of quality to consider more hedonic and subjective aspects of quality. Since there is no consensus in the literature on what the quality attributes of electronic services are and how they are organized, the objective was to investigate how to organize the objective and hedonic attributes of quality in online retail, based on the model of e-transqual measurement. For data analysis, descriptive statistics, and exploratory factor analysis (EFA) techniques were used. It is concluded that online retail companies should focus on technical characteristics, but should not overlook the hedonic aspects of quality, so as to make the customer experience during the buying process more enjoyable and thus ensure higher levels of quality. quality perception.


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