Evaluating Service Quality in the Post-Acquisition Era: A study of select Ecommerce Companies in India

DOI

10.2991/978-94-6463-872-1_29How to use a DOI?

Keywords

Volatile Business Environment; Post-Acquisition performance; Indian E-commerce sector; Customer service in online platforms; Service quality dimensions; Customer Expectations vs Perceptions

Abstract

“Service quality” is one of the crucial and influential factors in deciding whether a strategic collaboration in Ecommerce industry increases or decreases its desired benefits in the post-merger and acquisition period. Service quality directly influences buyers’ satisfaction, their loyalty, and helps merged or acquiring company to achieve its corporate goals. Ongoing customer research is necessary to determine purchasing habits and upcoming trends. Moreover, the positive or negative impact of mergers specifically in volatile sectors such as e-commerce is an under researched topic till now. This study is founded on primary data collected from online consumers. The questionnaire contained 22 statements derived from “SERVQUAL model”, suggested by A. Parasuraman, Valarie A. Zeithaml, and Leonard L. Berry. Evaluating service quality, customer expectations were contrasted with their actual perceptions of the service delivered in five critical dimensions defined in the model. The e-commerce industry is expanding fast in India and is likely to experience continuous enhancements in service quality, driven by growing investments in technological aspects and logistics infrastructure. In spite of continued challenges, the industry is committed to offering a more reliable and customer-centric experience.

Copyright

© 2025 The Author(s)

Open Access

Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

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TY  - CONF
AU  - Arpita Sil Chaudhuri
AU  - Sulagna Das
PY  - 2025
DA  - 2025/11/04
TI  - Evaluating Service Quality in the Post-Acquisition Era: A study of select Ecommerce Companies in India
BT  - Proceedings of the 2nd International Conference on Sustainable Business Practices and Innovative Models (ICSBPIM-2025)
PB  - Atlantis Press
SP  - 448
EP  - 463
SN  - 2352-5428
UR  - https://doi.org/10.2991/978-94-6463-872-1_29
DO  - 10.2991/978-94-6463-872-1_29
ID  - Chaudhuri2025
ER  -