Research Proposal for Research Method Final

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TABLE OF CONTENTS

Table of Contents……………………………………………………………………..1

1. Dissertation Title………………………………………………….…………...…..3

2. Introduction ……………………………………………………………………….3

2.1 Introduction to Dissertation………………………………………………….....3

2.2 Research Questions…………………………………………………………….4

2.3 Research Objectives…………...……….………………………………………4

3. Literature Review …………………………………………………………………5 3.1 Online Shopping in China………………………………………………………5 3.2 Concept of E-service Quality…………………………………………………...5 3.3 Dimensions of E-service Quality……………………………………………….5

4. Research Model……………………………………………………………............6 4.1 Website Design…………………………………………………………………7 4.2 Easy of Use……………………………………………………………………. 7 4.3 Responsiveness…………………………………………………………………8 4.4 Reliability……………………………………………………………………….8 4.5 Security………………………………………………………………………....9 4.6 Trust…………………………………………………………………………….9

5. Research Methods…………………………………………………………………9 5.1 Qualitative Research………………………………………………………….9 5.2 Quantitative Research……………………………………………………….10 5.3 Proposed Research Method…………………………………………………10 6. Collection of Data……………………………………………………...................10 6.1 Secondary Data……………………………………………………………..10 6.2 Primary Data…………………………………………………………….….10 6.2.1 Sample Size of Primary Data…………………………………………11

7. Method of Data Analysis…………………………………………………………11

8. Presentation of Dissertation……………………………………………………...11

9. Ethical Issues……………………………………………………………………..12

10. Timetable………………………………………………………………………...13

11. Resourses

References…………………………………………………………………………...14

1. Dissertation Title:
A study of factors influencing customer perceived E-service quality in online shopping

2. Introduction
2.1 Introduction to Dissertation
Nowadays, with the rapid development of information and communication technology Internet has been played an important role in people’s life and regarded as a crucial tool to do business for them. More and more companies now are trying to make full use of it as a platform to start their businesses and develop their electronic commerce in internet (Dave Chaffey, 2004), with the purpose of gaining more competitive advantages and increasing their market share. Many of them would like to create their own company websites and publish the information about their products including the prices and the features there, which facilitate customers well informed, better known the price and other information in time when they are seeking for service and products online. According to this way, companies can interact with customers directly, which is quick different form the way of traditional transactions. However, with the increasing numbers of companies participating on the Internet market and the growth of online shopping, the competition among online retailers has become more and more fierce. It requires online retailers to look for some strategies to better compete with their competitors and attract customers to their online shopping service, which are the main issues for them. Typically, providing competitive and low price and more products selected to customers is considered as the major way for online retailers to improve their products and service selling and therefore to enhance their competitive advantages. But now, instead, more and more businesses are realizing that there is anther factor affecting their online business performance besides the above factors mentioned, that is, their online service quality offered to customers, which is also called electronic service quality. Jun et al. (2004) has claimed that the e-service quality differentiation has become the most important factor for online retailers to attract and retain their customers in online shopping. Yang (2001) and Zeithaml (2002) also have stated that the key determinants of the success for online retailers are not only including the website presence and the lower price...
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