WCSE 2016
ISBN: 978-981-11-0008-6 DOI: 10.18178/wcse.2016.06.117

Service Quality Assessment of Online Shops on Facebook Fan Pages in Thailand

Pirapon Supakkeittikul,Yachai Limpiyakorn

Abstract— Nowadays, Facebook is considered one of the most popular social network sites. In Thailand, open a shop via Facebook is very popular. Many shops have been opened via Facebook fan pages but the customers hardly know how trustworthy these online shops are. This paper thus presents an approach for assessing the service quality of SME online shops on Facebook fan pages. A Facebook fan page in Thailand with around 1.4 million likes was selected to demonstrate the proposed method. The quality dimensions and the assessment subjects are derived from the SERVQUAL model. The results of assessment provide 5-star overall rating and the detailed rating of each subject evaluation that would help the customers make decisions on their online shopping.

Index Terms— service quality assessment, online shop, Facebook fan page.

Pirapon Supakkeittikul,Yachai Limpiyakorn
Department of Computer Engineering, Chulalongkorn University, THAILAND


Cite: Pirapon Supakkeittikul,Yachai Limpiyakorn, "Service Quality Assessment of Online Shops on Facebook Fan Pages in Thailand," Proceedings of 2016 6th International Workshop on Computer Science and Engineering, pp. 665-668, Tokyo, 17-19 June, 2016.