석사학위논문 Study on Customer Satisfaction of Online Shopping in Uzbekistan

Product Quality

Quality

Research Framework







Delivery Speed

Trust

Security

Web Design

Design

v
H1

Perceived Usefulness

ePayment

H10
H2


Customer Loyalty

Customer Satisfaction

H3

H11

H8



H4

H5

H6

H7



Perceived Ease of use

H9

1. 
   Product quality
   

The concept of quality is too hard to study, because consumers perceive quality in a differently way (Brucks et al. 2000). Product quality is a long life-support of quality monitor and it provides that consumers are able to purchase high quality products or services with long-lasting reliability (Feigenbaum et al., 2009). Trusted consumers have the final decision on quality (Raturi et al., 2004), which means that quality efforts not only focus on simply meeting the specifications or reducing defects and variations but also ensuring the reliability of products when they reached the consumers. According to (Stephen, 1995) product is anything offering to consumer which either solve problem or provide benefit including any "add-ons" e.g. guarantees. In many cases, product will be the most important element in the marketing mix; it lies at the care of successful marketing. The future of a product must match closely as possible the benefit that consumers are seeking. Getting the quality of product requires an understanding of what consumers expect. This means that not only that of quality must do what is claimed for it and stand up well in comparison with rivals, but it also comes in that the consumers consider being the right color, weight and packaging size. In fact, the term product can mean many things; product therefore is any tangible or intangible item that satisfies a need. Quality is defined as a zero error rate, i.e. the ability to produce a perfect product on the first try (Parasuraman et al., 1985).