E-service Quality: Development and Validation of the Scale

Abstract

The present study develops, refines and validates a scale to measure e-service quality. A total of 545 respondents were approached and employed EFA and CFA. Potential items were drawn from relevant literature. The developed e-service quality scale has six dimensions, namely: information quality and usability, reliability, security and privacy, efficiency, system availability and assurance. The findings reveal that information quality and usability was the most significant factor, followed by reliability in contributing to e-service quality. Practitioners may utilize the scale to measure e-service quality and take steps to bridge the gap between customer expectations and perceived quality.

E-government in Jordan and Studying the Extent of the E-government Development Index According to the United Nations Report

“…-Achieving the efficiency of the electronic service provided -Achieve efficiency in engineering internal governance structures and processes -Equal provision of service, organizational structures, and human resources to suit the application and implementation of information and communication technologies (Isaac, 2007;Kaur et al, 2020;Kraay, 2018 2020), the United Nations presented a report containing an index to measure e-government, and it was completed Registering it as a quantitative indicator for the report, and then developing it into a theoretical model that combines the elements of e-government, e-readiness, and e-participation, in addition to e-government practices, and this composite index measures the capacity of governments from three main aspects and represents its sub-indicators as follows: E-Service Measurement Index: the scope and quality of service provision benefit evaluation and provision, and the level of -Availability (Al-Nidawi et al, 2018;Kraay, 2018;Un, 2016;Verma et al, 2005); Communications infrastructure index: the extent to which the foundations of information and communication technology are being exploited. Calculate primary factors including readiness and utilization (Das et al, 2017;Kraay, 2018;Nawafleh et al, 2012;Un, 2016); Human Capital Index: reflects available skills, educational levels, and the government's ability to spread -knowledge (Al-dweeri et al, 2019;KASSEN & Scholar, n.d.;Kim, 2018;Kraay, 2018;Porumbescu, 2016) The report explains the imperative of the three aforementioned indicators that measuring e-government is considered an evaluation The country's use of the Internet to provide information, products, and services, as well as the level of wired communications And wireless and infrastructure development, and human capital in every country, and through these aspects, the measurement may reach reliability in its results.…”

Traits Contributing to the Promotion of the Individual’s Continuance Usage Intention and Perceived Value of M-University Services

“…Three of these traits (i.e., those of the m-university services: reliability, usability, and customization) have been extensively recognized as quality dimensions of e-services. This is evident from the large number of research studies that included these traits as determinants of the e-services quality (e.g., Bhat & Darzi, 2020;Kaur et al, 2020;Kim et al, 2019). These traits, as well as those of the user (i.e., self-efficacy and involvement), were regarded here as success dimensions for implementing m-university services and driving post-implementation benefits.…”

“…These items measure the perceptions about the availability, accuracy, and response of m-university services. Four items were extracted from Kim et al (2019) and Kaur et al (2020) to assess usability. These items represent the desirable usability attributes pertaining to ease of use, ease of learning, effective interaction, and data input with minimal time and effort.…”

“…The category of m-university service traits includes reliability, usability, and customization. These traits are frequently highlighted in the IT adoption literature as quality dimensions of e-services (e.g., Bhat & Darzi, 2020;He et al, 2017;Kaur et al, 2020), and they have been highly demonstrated as crucial factors for predicting the usage of such services and behavioral intention towards them (e.g., Al-Hajri et al, 2021;Guzzo et al, 2016;Pillai et al, 2020). The user traits category contains self-efficacy and involvement, which represent essential attributes for signifying the quality of users' interactions with m-university services.…”

Electronic service quality (e-SQ) measurement: a cross-functional review

“…e-SQ dimension: e-SQ domain-ReferencesAbility to respond: E-health-Hadwicha et al (2010) Assurance: E-retailing-Swaid and Wigand (2009),Cristobal et al (2007); E-commerce-Lin et al (2016); Internet banking-Kaur et al (2020),Ho and Lin (2010) Citizen support: E-government-Papadomichelaki and Mentzas (2012) Communication: E-government-Kaisara and Pather (2011),Janita and Miranda (2018) Compensation: E-retailing-Parasuraman et al (2005) Competence: E-health-Hadwicha et al (2010); Internet Banking-Yang et al (2004); Website-Li et al (2002) Consistent image: Website-Loiacono et al (2002), Loiacono et al (2007) Contact: E-retailing-Parasuraman et al (2005); Internet banking-Wu et al (2012); Mobile SQ-Huang et al (2015); Online library-O'Neill et al (2001) Customer relationships: E-travel-Ho and Lee (2007) Customer service: B2B E-commerce-Min et al (2013); E-retailing-Cho and Park (2001), Cristobal et al (2007), Francis (2007), Blut (2016), Rolland and Freeman (2010), Ding et al (2011), Wolfinbarger and Gilly (2003); Internet banking-Ho and Lin (2010) Customized communications: Internet banking-Sohn and Tadisina (2008) Emotional appeal: Website-Loiacono et al (2007) Empathy: E-commerce-Barnes and Vidgen (2002); E-health-Hadwicha et al (2010) Website/Web-portal-Li et al (2002), Ahmad and Khan (2017), Kuo et al (2005) Ethical conduct: E-health-Hadwicha et al (2010) Flow-emotional appeal: Website-Loiacono et al (2002) Interactive fairness: E-retailing-Collier and Bienstock (2006) Outcome fairness: E-retailing-Collier and Bienstock (2006) Peer service provider: Collaborative consumption-Marimon et al (2019) Personnel contact quality: E-commerce-Lin et al (2016) Procedural fairness: E-retailing-Collier and Bienstock (2006) Reliability: E-government-Papadomichelaki and Mentzas (2012); E-health-Hadwicha et al (2010); Internet banking-Sohn and Tadisina (2008), Yang et al (2004), Wu et al (2012), Kaur et al (2020); Online library-O'Neill et al (2001); Website-Ahmad and Khan (2017) Response time: Website-Loiacono et al (2007), Loiacono et al (2002) Responsiveness: E-retailing-Swaid and Wigand (2009), Bauer et al (2006), Parasuraman et al (2005); E-travel-Ho and Lee (2007); Internet banking-Bauer et al (2005), Yang et al (2004), Wu et al (2012); Mobile SQ-Huang et al (2015); E-commerce-Lin et al (2016) Online library-O'Neill et al (2001); Website-Li et al (2002), Palmer (2002) Sensation: E-retailing-Trocchia and Janda (2003), Janda et al (2002) Service convenience: E-retailing-Ding et al (2011), Udo et al (2010) Service Quality: E-commerce-Wang (2008) Social interaction: Collaborative consumption-Marimon et al (2019) Training: Internal SQ-Brandon-Jones and Silvestro (2010) Transaction support: Internet banking-Bauer et al (2005) Trust: E-commerce-Barnes and Vidgen (2002); E-government-Papadomichelaki and Mentzas (2012); E-health-Hadwicha et al (2010); Internet banking-Sohn and Tadisina (2008); Website-Loiacono et al (2007), Loiacono et al(2002),Kim and Kim (2020) Web assistance: Website-Li et al (2002) …”