Article information:To cite this document: Eduard Cristobal, Carlos Flavián, Miguel Guinalíu, (2007),"Perceived e-service quality (PeSQ): Measurement validation and effects on consumer satisfaction and web site loyalty", Managing Service Quality, Vol. 17 Iss: 3 pp. 317 -340 Permanent link to this document: http://dx.
Purpose: The purpose of this paper is twofold: (i) to assess the applicability of the four dimensions of online service quality as proposed in the E-S-QUAL scale to the setting of an online supermarket; and (ii) to propose and test a model that links these e-quality dimensions with loyalty and purchasing behaviour in the setting of an online supermarket. Design/methodology/approach: An online questionnaire is used to survey 131 customers of an online Spanish supermarket using the E-S-QUAL scale. The data are analysed by exploratory factor analysis to: (i) test the applicability of the E-S-QUAL scale to the setting of an online supermarket: and (ii) generate an extended model (including constructs for 'perceived value', 'loyalty' and 'actual purchases'). The model is then checked by structural equation modelling (SEM). Findings: The four dimensions proposed by the E-S-QUAL scale are confirmed in the setting of an online Spanish supermarket. The influence of these various quality dimensions on perceived value, loyalty, and actual purchases are delineated. Practical implications: The study reassures online vendors that E-S-QUAL is an appropriate instrument by which to measure online service quality. The study also provides empirical evidence that high levels of e-service quality have a positive influence on purchasing behaviour. Originality/value: The study is the first to provide definitive empirical evidence of the commonly presumed linkage between the quality dimensions proposed in the E-S-QUAL scale and the constructs of loyalty and actual -not self-reported -purchase behaviour.
Cooperatives are the basis of the social economy in many agricultural sectors. This research work investigates the management situation of the olive oil cooperatives in Spain. The study identifies a typology of cooperatives based on their attitudes towards the sector. A positioning map of the different types of cooperatives is then established on the basis of their characteristics. The study concludes with important managerial aspects of cooperatives.
This article analyses different factors that influence the purchasing behaviour of online supermarket customers. These factors are related to both the appearance of the website as well as the processes that take place when making the purchase. Based on these analyses, the various groups of consumers with homogenous behaviour are studied and positioned according to their attitudes. The analysis also allows the quality of the service offered by this kind of establishment to be defined, as well as the main dimensions in which it develops. In the conclusions, factors which should influence the manager of an online supermarket to improve the quality of its service are given.
La gestión de los recursos humanos en las fuerzas de ventas, un estudio exploratorio a través del Método Delphi aplicado a las empresas peruanasHuman resources management in the sales forces, an exploratory study through the Delphi method applied to Peruvian companies
scite is a Brooklyn-based organization that helps researchers better discover and understand research articles through Smart Citations–citations that display the context of the citation and describe whether the article provides supporting or contrasting evidence. scite is used by students and researchers from around the world and is funded in part by the National Science Foundation and the National Institute on Drug Abuse of the National Institutes of Health.