Comparing eservice performance across industry sectors Academic Article uri icon


  • PurposeThe online retail industry is enormous, covering a great assortment of products and services. Yet, little research has examined whether determinants of success in online retailing are similar or differ by industry sector. The purpose of this study is to examine industry sectors separately to distinguish drivers associated with overall satisfaction for the online consumers in those sectors.Design/methodology/approachThe paper uses ridge regression to examine how eservice quality dimensions are associated with overall customer satisfaction for several eretailing sectors.FindingsWhile several eservice quality dimensions exhibit a similar impact across all sectors, several other dimensions exhibited sectorbysector differences. The drivers that frequently differ across sectors include price perceptions, ease of returns and refunds, and privacy experience.Research limitations/implicationsAs an exploratory study, research opportunities and limitations derive from the public source of data, sample sizes within some of the sectors, and the ridge regression methodology.Practical implicationsRelated prior research examined individual eretailing sectors, leading to scattered sets of findings that cannot be triangulated. The research allows for comparison by the manager, and presents empirical insights for managers in several eretail sectors.Originality/valueThis paper is one of only a few studies to examine a consistent set of eservice quality measures on a sectorbysector basis. The paper is also unique in that it uses publicly available data sources to examine these relationships, providing managers with insights on how they might analyze such public data sets for their own usage.

published proceedings

  • International Journal of Retail & Distribution Management

author list (cited authors)

  • Trabold, L. M., Heim, G. R., & Field, J. M.

citation count

  • 36

complete list of authors

  • Trabold, Lauren M||Heim, Gregory R||Field, Joy M

editor list (cited editors)

  • Doherty, N. F.

publication date

  • April 2006