Perceived e‐service quality (PeSQ)

Abstract

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.

The Impact of E-Service Quality and E-Loyalty on Online Shopping: Moderating Effect of E-Satisfaction and E-Trust

“…In fact, among the factors that have prevented the more rapid development of electronic commerce, the most noteworthy is the lack of trust and the perceived insecurity of making or receiving payments over the internet (Bauer et al, 2006;Malhotra & Segars, 2005). Some authors have found that privacy does not exert a significant influence on e-satisfaction (Cristóbal et al, 2007;Kim & Stoel, 2004). …”

“…The variables include satisfaction (e.g., Zeglat, Shrafat, & Al-Smadi, 2016), behavioral intentions and attitudes (e.g., Lien, Wen, & Wu, 2011;Zeglat, Shrafat, & Al-Smadi, 2016), trust (e.g., Beneke, Acton, Richardson, & White, 2011), and loyalty (e.g., Chen, Kune, Tsai, Hsu, & Lee, 2013;Cristóbal et al, 2007;Kassim & Abdullah, 2010;Swaid &Wigand, 2009;Prougestaporn, Visansakon, & Saowapakpongchai, 2015;Wali & Opara, 2012). However, despite the insights provided by these studies, limited research attention has been given to exploring this issue in a new context such as Jordan.…”

“…For example, in the library context, O 'Niell, Wright, & Fitz (2001) developed an online library service quality scale. In the tourism context, Ho & Lee (2007) developed an E-travel service quality scale, and Cristóbal, Flavián, & Guinalíu (2007) developed a scale to measure e-SQ for a tourism website. In the banking context, a scale to measure E-banking service quality was developed by Ibrahim et al (2006).…”

The analysis of Serbian customers satisfaction with e-services quality dimensions of lodging e-intermediaries

“…Udo et al (2010) have shown that the benefits offered by the provider and the content of the website have a significant positive effect on the customers' e-SQ perception. Although, unlike the traditional service quality research, e-SQ research is at the initial stage (Serkan et al, 2010), a number of previous studies suggest that the e-service satisfaction, and consequently the behavioral intentions of consumer or e-loyalty, are largely influenced by the quality of e-services provided (Lee & Lin, 2005;Cristobal et al, 2007;Cyr, 2008;Marimon et al, 2010;Bernardo et al, 2012 ;Alonso-Almeida et al, 2014).…”

“…As most of the research was concentrated on the online retailing services or the quality of the website design, Cristobal et al (2007) have proposed a four-dimensional model indicating other aspects of eservices, in addition to the design and usability, which affect the consumer's perception of eSQ, called PESQ, and include web design, customer service, assurance and order management. This model was modified with the aim to provide the analysis of profits generated by higher perceived quality in terms of user satisfaction and loyalty, which is also considered by Smith & Synowka (2014) as not fully analyzed.…”