E-service quality:development of a hierarchical model

Blut, Markus (2016). E-service quality:development of a hierarchical model. Journal of Retailing, 92 (4), pp. 500-517.


Using survey data from 358 online customers, the study finds that the e-service quality construct conforms to the structure of a third-order factor model that links online service quality perceptions to distinct and actionable dimensions, including (1) website design, (2) fulfilment, (3) customer service, and (4) security/privacy. Each dimension is found to consist of several attributes that define the basis of e-service quality perceptions. A comprehensive specification of the construct, which includes attributes not covered in existing scales, is developed. The study contrasts a formative model consisting of 4 dimensions and 16 attributes against a reflective conceptualization. The results of this comparison indicate that studies using an incorrectly specified model overestimate the importance of certain e-service quality attributes. Global fit criteria are also found to support the detection of measurement misspecification. Meta-analytic data from 31,264 online customers are used to show that the developed measurement predicts customer behavior better than widely used scales, such as WebQual and E-S-Qual. The results show that the new measurement enables managers to assess e-service quality more accurately and predict customer behavior more reliably.

Publication DOI: https://doi.org/10.1016/j.jretai.2016.09.002
Divisions: Aston Business School
Additional Information: © 2016, Elsevier. Licensed under the Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International http://creativecommons.org/licenses/by-nc-nd/4.0/
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Related URLs: https://www.sci ... 0392?via%3Dihub (Publisher URL)
Published Date: 2016-12-01
Published Online Date: 2016-09-20
Authors: Blut, Markus ( 0000-0003-0436-6846)



Version: Accepted Version

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