Service Quality Assessment in Retail e-Commerce

Annotation on of the final qualifying work on the theme «Service Quality Assessment in Retail e-Commerce». The work was done by a student of the Business and Management Department of the Higher School of Economics, Anna A. Belousova. The object of the study is an online store OZON.RU, and the subject is the quality of provided services. Data collection methods such as questionnaires and interviews will be used. Regression analysis will be used to analyze the obtained data. The aim of the study is a services quality assessment of the retail online store OZON.RU. Among the tasks one can single out the analysis of main methods of assessing the quality of services, including specific e-Commerce market overview of retail e-Commerce in Russia, the development of methods to evaluate the quality of electronic trading services for the purposes of this study, identification of the most important service quality factors for customers, services quality assessment of the e-Commerce of OZON.RU, the analysis of the services quality of the company OZON. In this paper, the analysis of the quality of retail e-Commerce services on the example of an online store OZON.RU was carried out. The most important service factors for consumers and weaknesses of the company were identified by comparing the actual performance and desired. The survey was based on the method of E-S-QUAL and e-Rec-QUAL. Based on the respondents’ answers, 96.2% of respondents at least sometimes make purchases via the Internet. The largest number of people order anything on the Internet every few months. The most common category of goods that are bought on the Internet is electronics and technology. Based on the results of the study, it can be concluded that the company has a negative gap in all 7 factors of services. Volume of the Master's final qualifying work: 72 pages, 13 figures, 23 tables, 51 sources of information, 3 applications on 7 pages.