e-SQ Systematic literature review: A model proposal for Mexico as an effect of the Covid-19 contingency

Abstract

The situation we are currently experiencing, such as the health crisis, by COVID-19 has generated an increase in online purchases; factors such as the Quality of Electronic Service (e-SQ) are considered determining in this process since it allows us to evaluate and know the perception of consumers. The purpose of this article is to classify the knowledge generated about e-SQ and the diverse contexts in which it has been studied. For the review process, the Kitchenham and Charters method is used, with which diverse definitions and applications of service quality were obtained, and although there is no single concept that is accepted by the scientific community, it has been adapted by diverse authors. In the review, it was found as part of the results that five of the dimensions of quality of service had greater impact and relevance, which have been used in various contexts, leading to the creation of other models. Finally, a model is proposed for Mexico that starts from the five dimensions that had greatest impact and relevance in the studies for the consumer, which are Efficiency, Privacy, Compliance, Responsiveness and Contact; a dimension is added to the model that is "guaranty" considering some factors of the geographical area. This model could present important contributions for the measurement of service quality in a new context such as Mexico.