Measuring Service Quality in E-Retailing

Abstract

To managers of companies with a Web presence, an awareness of how customers perceive service quality is essential to understanding what customers value in an online service transaction. Previous research in e-service quality has primarily focused on the interaction of the consumer and the Web site while missing the big picture that e-service quality is composed of more than Web site interactivity. The goal of this article is to extend the work on e-service quality to encompass not only Web site interactivity or process quality but also outcome quality and recovery quality. A conceptual framework of e-service quality is proposed and empirically tested that combines process, outcome, and recovery dimensions. Contrary to previous service quality studies, formative instead of reflective indicators are used to conceptualize e-service quality. This study found empirical support for the use of formative indicators and the three-dimensional approach to conceptualizing e-service quality.

The factors that influence customer e-services adoption

“…Confirmability was also ensured by mapping the existing literature that described similar results to the research of customer e-service adoption [2,3,64,65].…”

“…Collier and Bienstock [64] studied the importance of customer satisfaction in e-Retailing. The results showed that the customer's perception of e-services determines whether a customer will return to a particular e-service.…”

“…Collier and Bienstock [64] in the environment of e-retailing; 2. Park and Kim [65] in the environment of online shopping; 3.…”

“…These questions aimed to provide an in-depth understanding of the users' experiences. The questions were derived from online shopping studies [2,3,64,65]. The questions were modified to relate to the study of customer e-service adoption.…”

Antecedents of Customer E-loyalty With the Effect of Trustworthiness in Malaysia Context

“…In this study, e-loyalty is defined as perceived loyalty of customers towards websites and their intention to visit the same website on their second purchase. There are various complex drivers of e-loyalty according to Choi, S. I. Kim, and S. H. Kim (2010), Collier and Bienstock (2006), Deb andChavali (2009), andPonirin, Scott, andVon Der Heidt (2009). Therefore, for the purpose of this study, authors adopt three dimensions to examine customer e-loyalty: word-of-mouth, complaining behavior, and future purchase intention.…”