Blut, Markus (2016). E-service quality:development of a hierarchical model. Journal of Retailing, 92 (4), pp. 500-517.
Abstract
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 |
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Divisions: | College of Business and Social Sciences > 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/ |
Publication ISSN: | 1873-3271 |
Last Modified: | 29 Oct 2024 18:46 |
Date Deposited: | 23 Sep 2016 07:11 |
Full Text Link: | |
Related URLs: |
https://www.sci ... 0392?via%3Dihub
(Publisher URL) |
PURE Output Type: | Article |
Published Date: | 2016-12-01 |
Published Online Date: | 2016-09-20 |
Accepted Date: | 2016-09-02 |
Authors: |
Blut, Markus
(
0000-0003-0436-6846)
|