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 ecommerce platforms in strengthening customer relationships and gaining competitive advantage.