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

Abstract

PurposeAlthough comprehensive work has been conducted in several scholarly journals in electronic service quality (e-SQ) measurement, there has been no cross-functional review of these studies. The majority of the review studies focus on e-SQ assessment in the field of electronic retail. This paper explores and synthesizes e-SQ evaluation work across the various functional domains in the last two decades and maps critical methodological challenges. It further classifies the dimensions used by researchers in six broad categories for better comprehension.Design/methodology/approachTo analyze and appreciate past e-SQ measurement research, a content assessment of the 50 most relevant research papers from various functional domains drawn from prestigious repositories was undertaken.FindingsThe results indicate shortcomings noticed in methodological issues in the e-SQ measurement research like research approaches, data analysis procedures, sampling methods, generation and purification of items, validity and reliability assessment, and dimensionality analysis. It further reveals that though e-SQ is multi-dimensional and context-specific, dimensions like content/information quality, website design, ease of use/usability, efficiency, security/and privacy, responsiveness, reliability, customer service, trust and fulfillment have been consistently cited in the reviewed studies across the various functional domains.Originality/valueAn assessment of 50 publications over the past 2 decades identifies key areas of concern in the existing research on e-SQ measurement in various functional domains for scholars and professionals. This study also provides a unique categorization of e-SQ dimensions used in various functional domains and has the potential to guide future research.

Mobile commerce applications service quality in enhancing customer loyalty intention: mediating role of customer satisfaction

“…According to Khan et al ( 2019 ), the current study is timely as limited studies have been devoted to understand the evaluation of e-service quality as compared to traditional service quality. In addition, the present study will bridge the knowledge gap as majority of the assessment on e-service quality has been previously conducted in the United States, followed by Taiwan, Germany, India and Spain (Nandankar et al 2021 ).…”

“…According to Nandankar et al ( 2021 ), personalization of online service should be prioritized to ensure that the essential dimension of system quality is addressed. The concept of personalization is not peculiar in the context of online service as it has been regarded as a major service quality dimension by some studies on mobile shopping service quality (Zhang et al 2021 ).…”

Developing and validating e-marketplace service quality model in B2G e-commerce settings: a mixed-methods approach

“…Parasuraman et al (2005) group them under "core SQ and recovery SQ", whereas Collier and Bienstock (2006) classify them under "process quality, outcome quality, and recovery quality". Expanding the classification criteria given by Ding et al (2011), Nandankar et al (2021 divided the e-SQ dimensions into three broad categories; IS quality, process quality and resource quality. Further, they recommend exploring e-SQ dimensions in different research contexts for the possibility of uncovering new contextspecific e-SQ dimensions.…”

The acquirements of e-service quality in fashion e-storescapes: mediating effect in an S-O-R model

“…With the transformation of retailing into e-tailing (Altıntaş et al. , 2020), e-SQ of e-storescapes is seen as the main key to success, more so than the information and system quality of websites (Blut, 2016; King et al., 2016; Nandankar et al. , 2023).…”

“…Whilst website quality consists of service quality, information quality and system quality (Udo et al, 2010;Ha and Stoel, 2012), only the e-service quality (e-SQ) of the e-storescape's website quality are discussed in this study. With the transformation of retailing into e-tailing (Altıntas ¸et al, 2020), e-SQ of e-storescapes is seen as the main key to success, more so than the information and system quality of websites (Blut, 2016;King et al, 2016;Nandankar et al, 2023). Parasuraman et al (2005) defined e-SQ as the "extent to which a website facilitates efficient and effective shopping, purchasing, and delivery" (p. 5).…”