COMPARATIVE STUDY OF QUALITY OF SERVICE (QOS) OF E-COMMERCE AND CONVENTIONAL COMMERCE IN NIGERIA

The most experienced and successful companies are beginning to realize that key determinants of success or failure are not merely minimizing cost and maximizing profit, but delivering high Quality of Services (QoS). Recently research as shown that price and products promotion are no longer the main determinants for customers to make a good decision on a purchase, but rather on the quality of services derived from these products. Thus, Quality of Service (QoS) has a significant impact on customer satisfaction, loyalty, retention, and purchase decisions and eventually on the overall company's financial performance. To build customer trust and loyalty and keep customer retention, the focus must be shifted to better Quality of Service (QoS) before, during and after the transaction. This has become imperative, considering the global communities. Thus Better Quality of Service (QoS) is the key to success for any company/organization doing business in a competitive, global commercial environment. This paper intent to measure the Quality of Service between e-commerce and conventional commerce in Nigeria, thus providing decision makers with top-level information on how to improve the Gross Domestics Income of the country.