Exploring the Factors Affecting the Service Quality of Online Shopping Applications: An Empirical Study

Nowadays, an increasing number of people use online shopping applications. As a result of the COVID-19 pandemic, consumers are buying more often online than in physical stores. It is therefore important to examine the service quality of applications as it has become crucial for an online shopping experience. To explore interrelations among factors affecting the service quality of online shopping applications, an empirical study was carried out. Data were collected with a self-reporting questionnaire. The psychometric features of the proposed research framework were evaluated with the PLS-SEM method. The reported findings revealed that information quality contributes to efficiency and together with it represents a significant determinant of security which in turn together with efficiency affects the service quality of online shopping applications.