Abstract:

The purpose of this study is to examine the role of gender in service quality perceptions on example of e-Logistic Service Quality. The paper attempts  to study the various dimensions of e-service quality affecting online shopping satisfaction and to examine whether gender differences exist in the perceptions of e-service quality dimensions in online shopping. The significant role of gender in the relationship between service quality dimensions and customer satisfaction has been discussed and empirically proven. This paper reviews the most recognized evaluation criteria of logistic service quality assessment in the context of e-commerce environment, and proposes a general comprehensive framework for evaluating the quality of any e-commerce service regarding to gender differences in quality assessment. Similarly to the findings in past researches, this study confirms  the differences between gender in assessment of different dimensions e-logistic service quality. Men and women have different preferences related to delivery conditions (time and cost of delivery, return of goods), e-commerce website features and its reliability, as well as transaction security. The findings of this study are beneficial from the practitioners’ perspective, because they indicated considerable differences in quality assessment between male and female customers. Such conclusions may affect the managers handling the e-commerce companies to match their offer individually, depending on the customer's gender. Understanding the most influential elements for customers’ decision-making is not only beneficial for future development of  e-logistic  but also for increasing customer satisfaction in e-commerce and successful improvement of quality management in e-commerce companies.