Below are the 7 dimensions of the E-SERVQUAL. You are to construct a comprehensive and detailed website analysis of the effectiveness of the e-commerce clothing company "BOOHOO's" website presence against key theoretical and practical metrics. The focus should be on evaluating the customer's online journey and make recommendations for improvement of user experience for the website and optimization of performance to drive more traffic.

 

Efficiency refers to the ability of the customers to get to the website, search for information or transact as required.

Fulfilment involves the accuracy of service promises, including products' in-stock availability and delivering the products in the promised time.

Reliability is associated with the technical functioning of the site, including availability and performance.

Privacy is related to assurance that shopping behaviour data are not shared and that credit card information is secure.

Responsiveness refers to the ability of e-tailers to provide appropriate support information to customers when requested.

Compensation involves returns facilities for refunds and return shipping and handling costs.

Contact is the ability of customers to talk to a live service agent online.

Answer rating: 100% (QA)

Analyzing the effectiveness of an ecommerce website like Boohoo against key theoretical and practical metrics is a critical task Lets evaluate Boohoos ... View the full answer