Service Quality Evaluation Of Online Shopping Platforms Using E-SERVQUAL Model: An Empirical Study With Reference To Anna Nagar, Chennai

The rapid growth of online shopping platforms has transformed consumer purchasing behaviour, making electronic service quality a critical factor in determining customer perceptions and experiences. This study aims to evaluate the service quality of selected online shopping platforms using the E-SERVQUAL model with reference to consumers in Anna Nagar, Chennai. The research adopts an empirical approach and is based on primary data collected from 150 online shoppers through a structured questionnaire. The E-SERVQUAL dimensions—efficiency, system availability, fulfilment, privacy, and responsiveness—were used to measure service quality. Statistical tools such as percentage analysis, mean score analysis, and reliability testing were employed to analyse the data. The findings reveal that efficiency and fulfilment are the most influential dimensions affecting perceived service quality, while responsiveness requires improvement. The study provides practical insights for online retailers to enhance their service quality and improve customer experience. The results are expected to assist e-commerce platforms in strengthening customer relationships and gaining competitive advantage.