Document Details
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Document Type |
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Thesis |
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Document Title |
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ANALYZING E-COMMERCE EFFECTIVENESS OF SMES USING SERVQUAL MODEL تحليل فعالية التجارة الإلكترونية للشركات الصغيرة والمتوسطة باستخدام نموذج SERVQUAL |
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Subject |
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Faculty of Engineering |
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Document Language |
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Arabic |
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Abstract |
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The world has changed since the release of COVID-19, and we are now adjusting to the new normal. There has been an increase in expectations from customers about product quality as a result of the rapid pace of E-commerce and the ever-increasing number of products available. As part of Saudi Arabia's 2030 strategy, E-Commerce is already playing an essential role in raising the country's service and quality standards.
Using the SERVQUAL methodology and looking at the five factors of reliability, assurance, tangibles, empathy, and responsiveness, this research attempts to aid the E-Commerce influence on SME-s.
People in Saudi Arabia, according to the survey results, believe that E-Commerce has enhanced the country's service and quality. Safe transactions processing, employee appearance, on-time delivery, attention to customer wants, record keeping, and confidence in staff are the top six areas of improvement following the implementation of E-Commerce. Product display, staff help, equipment appearance, delivery time, customer waiting time, and customer care are the six factors listed at the bottom of the improvement after integrating E-Commerce.
Prior to the advent of E-commerce, the most critical factors were: staff were more knowledgeable, customers felt more secure, staff dealt with customers in a nice manner, records were well-kept, and customers felt comfortable transacting with staff. Customer security was second in importance, followed by the appearance of employees, punctuality of delivery and a focus on customer needs. Customers also felt more secure as a result of these factors.
E-commerce has a positive effect on confidence, which was previously at 20.31 percent and is now at 11.02 percent, despite the fact that several features are found to be in the top before and after the implementation of E-commerce.
Prior to E-commerce, we noticed that service was more important in terms of customer happiness, however quality was more important after E-commerce.
Using the five characteristics of service quality, this study examined reliability, assurance, tangibles, empathy, and responsiveness as well. More questions on other aspects of service and quality can be incorporated into this investigation.
Observing the improvement will be easier if the recommendation is implemented and measured again. In the future, we can look into the performance of the top five E-Commerce platforms in greater depth. |
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Supervisor |
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Dr. Ali Rizwan |
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Thesis Type |
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Master Thesis |
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Publishing Year |
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1444 AH
2022 AD |
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Added Date |
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Tuesday, February 21, 2023 |
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Researchers
| حسام عبد العزيز الصماني | Alsammani, Hussam Abdulaziz | Researcher | Master | |
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