Factors Affecting the Service Quality of E-Commerce Platforms in the Period of COVID-19 in Vietnam

Nam Tran Hoai; Duc Nguyen Minh

doi:doi:10.11648/j.ijber.20221104.12

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Factors Affecting the Service Quality of E-Commerce Platforms in the Period of COVID-19 in Vietnam

Nam Tran Hoai, Duc Nguyen Minh

Published in International Journal of Business and Economics Research (Volume 11, Issue 4)

Received: 8 July 2022 Accepted: 25 July 2022 Published: 5 August 2022

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Abstract

During the COVID-19 pandemic, people's health and the global economy have been severely affected. The Vietnamese government has issued requirements on social distancing, movement restrictions, etc. to minimize the impact of disease spread. This has had a great impact on changing people's habits. Vietnamese consumers have switched from shopping at traditional markets to increasingly using e-commerce to purchase goods and services to meet the needs of daily life. This has made the growth rate of e-commerce in Vietnam very fast. E-commerce platforms such as Shopee, Lazada, Tiki have had outstanding growth in the number of users, the number of orders. Therefore, the service quality of e-commerce platforms greatly affects consumers' experience and usage decisions. From that, it can be affirmed that determining the factors affecting the service quality of e-commerce platforms is essential. This article identifies and evaluates the factors affecting service quality of e-commerce platforms in the context of COVID-19 in Vietnam. We have developed and tested a model of factors affecting service quality of e-commerce platforms in Vietnam. The main contribution of this study is to examine six determinants of service quality in Vietnamese e-commerce platforms. The study identifies and evaluates key influencing factors: payment methods, ease of use, security and reliability.

Published in	International Journal of Business and Economics Research (Volume 11, Issue 4)
DOI	10.11648/j.ijber.20221104.12
Page(s)	210-216
Creative Commons	This is an Open Access article, distributed under the terms of the Creative Commons Attribution 4.0 International License (http://creativecommons.org/licenses/by/4.0/), which permits unrestricted use, distribution and reproduction in any medium or format, provided the original work is properly cited.
Copyright	Copyright © The Author(s), 2024. Published by Science Publishing Group

Keywords

E-commerce, Service Quality, COVID-19 in Vietnam, E-commerce Platforms

References

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APA Style

Nam Tran Hoai, Duc Nguyen Minh. (2022). Factors Affecting the Service Quality of E-Commerce Platforms in the Period of COVID-19 in Vietnam. International Journal of Business and Economics Research, 11(4), 210-216. https://doi.org/10.11648/j.ijber.20221104.12

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ACS Style

Nam Tran Hoai; Duc Nguyen Minh. Factors Affecting the Service Quality of E-Commerce Platforms in the Period of COVID-19 in Vietnam. Int. J. Bus. Econ. Res. 2022, 11(4), 210-216. doi: 10.11648/j.ijber.20221104.12

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AMA Style

Nam Tran Hoai, Duc Nguyen Minh. Factors Affecting the Service Quality of E-Commerce Platforms in the Period of COVID-19 in Vietnam. Int J Bus Econ Res. 2022;11(4):210-216. doi: 10.11648/j.ijber.20221104.12

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@article{10.11648/j.ijber.20221104.12,
  author = {Nam Tran Hoai and Duc Nguyen Minh},
  title = {Factors Affecting the Service Quality of E-Commerce Platforms in the Period of COVID-19 in Vietnam},
  journal = {International Journal of Business and Economics Research},
  volume = {11},
  number = {4},
  pages = {210-216},
  doi = {10.11648/j.ijber.20221104.12},
  url = {https://doi.org/10.11648/j.ijber.20221104.12},
  eprint = {https://article.sciencepublishinggroup.com/pdf/10.11648.j.ijber.20221104.12},
  abstract = {During the COVID-19 pandemic, people's health and the global economy have been severely affected. The Vietnamese government has issued requirements on social distancing, movement restrictions, etc. to minimize the impact of disease spread. This has had a great impact on changing people's habits. Vietnamese consumers have switched from shopping at traditional markets to increasingly using e-commerce to purchase goods and services to meet the needs of daily life. This has made the growth rate of e-commerce in Vietnam very fast. E-commerce platforms such as Shopee, Lazada, Tiki have had outstanding growth in the number of users, the number of orders. Therefore, the service quality of e-commerce platforms greatly affects consumers' experience and usage decisions. From that, it can be affirmed that determining the factors affecting the service quality of e-commerce platforms is essential. This article identifies and evaluates the factors affecting service quality of e-commerce platforms in the context of COVID-19 in Vietnam. We have developed and tested a model of factors affecting service quality of e-commerce platforms in Vietnam. The main contribution of this study is to examine six determinants of service quality in Vietnamese e-commerce platforms. The study identifies and evaluates key influencing factors: payment methods, ease of use, security and reliability.},
 year = {2022}
}

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TY - JOUR
T1 - Factors Affecting the Service Quality of E-Commerce Platforms in the Period of COVID-19 in Vietnam
AU - Nam Tran Hoai
AU - Duc Nguyen Minh
Y1 - 2022/08/05
PY - 2022
N1 - https://doi.org/10.11648/j.ijber.20221104.12
DO - 10.11648/j.ijber.20221104.12
T2 - International Journal of Business and Economics Research
JF - International Journal of Business and Economics Research
JO - International Journal of Business and Economics Research
SP - 210
EP - 216
PB - Science Publishing Group
SN - 2328-756X
UR - https://doi.org/10.11648/j.ijber.20221104.12
AB - During the COVID-19 pandemic, people's health and the global economy have been severely affected. The Vietnamese government has issued requirements on social distancing, movement restrictions, etc. to minimize the impact of disease spread. This has had a great impact on changing people's habits. Vietnamese consumers have switched from shopping at traditional markets to increasingly using e-commerce to purchase goods and services to meet the needs of daily life. This has made the growth rate of e-commerce in Vietnam very fast. E-commerce platforms such as Shopee, Lazada, Tiki have had outstanding growth in the number of users, the number of orders. Therefore, the service quality of e-commerce platforms greatly affects consumers' experience and usage decisions. From that, it can be affirmed that determining the factors affecting the service quality of e-commerce platforms is essential. This article identifies and evaluates the factors affecting service quality of e-commerce platforms in the context of COVID-19 in Vietnam. We have developed and tested a model of factors affecting service quality of e-commerce platforms in Vietnam. The main contribution of this study is to examine six determinants of service quality in Vietnamese e-commerce platforms. The study identifies and evaluates key influencing factors: payment methods, ease of use, security and reliability.
VL - 11
IS - 4
ER -

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Author Information

Nam Tran Hoai

Falculty of Economic Information System & E-Commerce, Thuongmai University, Hanoi, Vietnam
Duc Nguyen Minh

Falculty of Economic Information System & E-Commerce, Thuongmai University, Hanoi, Vietnam

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Plain Text BibTeX RIS

APA Style

Nam Tran Hoai, Duc Nguyen Minh. (2022). Factors Affecting the Service Quality of E-Commerce Platforms in the Period of COVID-19 in Vietnam. International Journal of Business and Economics Research, 11(4), 210-216. https://doi.org/10.11648/j.ijber.20221104.12

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ACS Style

Nam Tran Hoai; Duc Nguyen Minh. Factors Affecting the Service Quality of E-Commerce Platforms in the Period of COVID-19 in Vietnam. Int. J. Bus. Econ. Res. 2022, 11(4), 210-216. doi: 10.11648/j.ijber.20221104.12

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AMA Style

Nam Tran Hoai, Duc Nguyen Minh. Factors Affecting the Service Quality of E-Commerce Platforms in the Period of COVID-19 in Vietnam. Int J Bus Econ Res. 2022;11(4):210-216. doi: 10.11648/j.ijber.20221104.12

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@article{10.11648/j.ijber.20221104.12,
  author = {Nam Tran Hoai and Duc Nguyen Minh},
  title = {Factors Affecting the Service Quality of E-Commerce Platforms in the Period of COVID-19 in Vietnam},
  journal = {International Journal of Business and Economics Research},
  volume = {11},
  number = {4},
  pages = {210-216},
  doi = {10.11648/j.ijber.20221104.12},
  url = {https://doi.org/10.11648/j.ijber.20221104.12},
  eprint = {https://article.sciencepublishinggroup.com/pdf/10.11648.j.ijber.20221104.12},
  abstract = {During the COVID-19 pandemic, people's health and the global economy have been severely affected. The Vietnamese government has issued requirements on social distancing, movement restrictions, etc. to minimize the impact of disease spread. This has had a great impact on changing people's habits. Vietnamese consumers have switched from shopping at traditional markets to increasingly using e-commerce to purchase goods and services to meet the needs of daily life. This has made the growth rate of e-commerce in Vietnam very fast. E-commerce platforms such as Shopee, Lazada, Tiki have had outstanding growth in the number of users, the number of orders. Therefore, the service quality of e-commerce platforms greatly affects consumers' experience and usage decisions. From that, it can be affirmed that determining the factors affecting the service quality of e-commerce platforms is essential. This article identifies and evaluates the factors affecting service quality of e-commerce platforms in the context of COVID-19 in Vietnam. We have developed and tested a model of factors affecting service quality of e-commerce platforms in Vietnam. The main contribution of this study is to examine six determinants of service quality in Vietnamese e-commerce platforms. The study identifies and evaluates key influencing factors: payment methods, ease of use, security and reliability.},
 year = {2022}
}

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