Developing and validating a multidisciplinary scale of E-retailing website elements

Alnawas, Ibrahim; Khateeb, Amr Al

doi:10.1016/j.jretconser.2021.102905

Cited by 17 publications

(13 citation statements)

References 68 publications

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“…The hierarchical model has already been used in some studies (Blut, 2016; Rita et al ., 2019). Criticism of this scale is based on the fact that it does not include items to measure experiential elements, whereas relational items focus solely on customer service (Alnawas and Al Khateeb, 2022).…”

Section: Literature Review and Hypothesesmentioning

confidence: 99%

Measuring customer satisfaction in electronic commerce: the impact of e-service quality and user experience

Mamakou,

Zaharias,

Milesi

2023

IJQRM

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PurposeThe purpose of this study is to explore the interplay between electronic service quality, user experience (UX) and overall customer satisfaction. Additionally, it aims to assess the suitability of E-S-QUAL and UX metrics within the cultural context of Greece.Design/methodology/approachData were collected from 310 Internet users based on their last online purchase from an e-retail website. To evaluate the conceptual model, the authors used partial least squares structural equation modeling (PLS-SEM).FindingsThe findings of this study validate the scales' reliability and validity in the realm of electronic commerce (e-commerce) in Greece. The findings also emphasize the favorable association between e-service quality and UX with overall satisfaction, while indicating that e-service quality plays a partial mediating role in the relationship between UX and customer satisfaction.Originality/valueThe authors' study enhances the existing theory by introducing a new multi-dimensional conceptual framework that illuminates the relative importance of the dimensions within the scales. Additionally, it offers valuable insights into the impacts of e-service quality and UX on overall satisfaction, providing managers and practitioners with a tool to evaluate the quality of their electronic services and make necessary adjustments to meet the needs of their customers.

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Section: Literature Review and Hypothesesmentioning

confidence: 99%

Measuring customer satisfaction in electronic commerce: the impact of e-service quality and user experience

Mamakou,

Zaharias,

Milesi

2023

IJQRM

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“…In fact, the incorporation of interactive characteristics to e-commerce websites, such as functionalities of social media, has a positive effect on website stickiness (Friedrich et al, 2019). This characteristic also improves the user experience, increases the credibility of the website and provides additional communication channels to contact the company (Alnawas and Al Khateeb, 2022). It, therefore, follows that website characteristics that comprise content quality should be implemented better and to a greater Online marketing websites…”

Section: Online Marketing Websitesmentioning

confidence: 99%

Weaknesses and strengths of online marketing websites

Herrada-Lores

Iniesta-Bonillo²,

Estrella-Ramón³

2022

SJME

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Purpose Websites are the most important element of company strategy in the digital space. Therefore, establishing strategic management of online business is essential to improve firm connectedness and competitiveness and to achieve global company reach. This paper aims to propose the analysis of technical and content quality of websites to identify the main weaknesses and strengths of online business. Design/methodology/approach An innovative measurement instrument called IWebQEI is designed to measure web quality level. This instrument is validated with data from 104 international companies. The results are used to verify whether there are quality differences between informative and e-commerce websites. Findings The main findings indicate that e-commerce websites achieve greater levels of technical and content quality than informative sites, and companies implementing e-commerce pay more attention to the content quality dimension. In contrast, companies using an informative website are more focused on the technical quality dimension. Based on these results, practical insights are offered to improve the strategic management of e-commerce. Originality/value Few studies have focused on analysing the technical and content quality of websites to identify the main weaknesses and strengths of online business. The results offer important theoretical and practical contributions for companies on how to manage their website to improve firm connectivity and competitiveness.

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“…Teniendo en consideración lo que se ha tratado hasta el momento, la presente investigación se abordará desde un enfoque mixto, el cual involucra "Procesos sistemáticos, empíricos y críticos de investigación e implican recolección y análisis de datos cuantitativos y cualitativos, integración y discusión conjunta, para realizar inferencias producto de toda la información recabada y lograr un mayor entendimiento del fenómeno bajo estudio" (Roberto Hernández, Fernández, & Baptista, 2014). Más aun, el enfoque mixto propicia la interacción entre contextualización social, teórica y aplicación empírica rigurosa mediante escalas de medición (Alnawas & Al Khateeb, 2022). Específicamente, a través del enfoque mixto se pueden identificar, desarrollar modelos e hipótesis que se validan con un método cuantitativo, permitiendo abordar preguntas exploratorias y confirmatorias (Jin et al, 2022).…”

Section: Marco Conceptualunclassified

The role of university Knowledge Transfer Offices: Not just commercialize research outputs!

Zhou

Tang

2020

Technovation

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Developing and validating a multidisciplinary scale of E-retailing website elements

Cited by 17 publications

References 68 publications

Measuring customer satisfaction in electronic commerce: the impact of e-service quality and user experience

Measuring customer satisfaction in electronic commerce: the impact of e-service quality and user experience

Weaknesses and strengths of online marketing websites

The role of university Knowledge Transfer Offices: Not just commercialize research outputs!

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