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The purpose of this study is to take a longitudinal approach to examine the evolution of e-retail sites in performance related e-service attributes. The three-component model developed by Rust and Oliver (1994) guided the conceptual development of this study. This study focused on e-service attributes available on women's apparel sites. A χ2 goodness of fit test was conducted to compare availability of e-service attributes in 2011 and 2016. Findings show that current apparel websites provide more service attributes related to products on their websites than in the past, but still not at a satisfactory level. Current apparel sites still failed to provide important information needed when purchasing apparel online. Current online apparel retailers need to give attention to service attributes on their websites to enhance service quality, improve the shopping experience, and increase consumer satisfaction.

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Nov 9th, 12:00 AM

A Longitudinal Analysis of E-Service Attributes Available on Apparel E-Retailing Sites

The purpose of this study is to take a longitudinal approach to examine the evolution of e-retail sites in performance related e-service attributes. The three-component model developed by Rust and Oliver (1994) guided the conceptual development of this study. This study focused on e-service attributes available on women's apparel sites. A χ2 goodness of fit test was conducted to compare availability of e-service attributes in 2011 and 2016. Findings show that current apparel websites provide more service attributes related to products on their websites than in the past, but still not at a satisfactory level. Current apparel sites still failed to provide important information needed when purchasing apparel online. Current online apparel retailers need to give attention to service attributes on their websites to enhance service quality, improve the shopping experience, and increase consumer satisfaction.

 

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