E-Service Quality:A Meta-Analytic Review


The dominance of the internet as a shopping and distribution channel also necessitates an understanding of e-service quality. Using means-ends-chain theory, we develop a conceptual framework to understand the different models and the associated multiple measures that have been developed to examine this construct. We test the measures empirically using meta-analytic techniques. We also summarize the impact of e-service quality on key outcomes-customer satisfaction, repurchase intentions, and word-of-mouth, as well as the moderating impact of three contextual factors: country culture, regulatory environment, and industry context. Results indicate that e-service quality has four underlying dimensions (website design, fulfilment, customer service, and security/privacy) though their relevance for overall e-service quality is moderated by country-specific (uncertainty avoidance, masculinity, power distance, individualism), regulatory environment-specific (financial secrecy, rule of law), and industry-specific (services/goods, retailing/banking) factors as well as research-design factors.

Publication DOI: https://doi.org/10.1016/j.jretai.2015.05.004
Divisions: Aston Business School > Marketing & Strategy
Aston Business School
Additional Information: © 2015, Elsevier. Licensed under the Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International http://creativecommons.org/licenses/by-nc-nd/4.0/
Uncontrolled Keywords: Contingency factors,E-service quality,Marketing channels,Measurement,Meta-analysis,Research design,Marketing
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Related URLs: http://www.scop ... tnerID=8YFLogxK (Scopus URL)
PURE Output Type: Article
Published Date: 2015-12-01
Authors: Blut, Markus ( 0000-0003-0436-6846)
Chowdhry, Nivriti
Mittal, Vikas
Brock, Christian

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