eTransQual: A transaction process-based approach for capturing service quality in online shopping

Bauer, Hans H.; Falk, Tomas; Hammerschmidt, Maik

doi:10.1016/j.jbusres.2006.01.021

Cited by 654 publications

(536 citation statements)

References 39 publications

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“…The AVEs in all variables exceeded the respective squared correlation estimate, which showed evidence of discriminant validity (see Table 2). Lastly, common method bias (CMB) via Harman's one-factor test was assessed [61]. This test was conducted to compare the proposed model's fit (i.e., multidimensional model) against a single-factor model.…”

Section: Measurement Modelmentioning

confidence: 99%

International Tourists’ Perceived Sustainability of Jeju Island, South Korea

2017

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This study investigated the causal relationships between international tourists' perceived sustainability of Jeju Island, South Korea and environmentally responsible behavior, revisit intention, and positive word-of-mouth communication. Perceived sustainability was employed as a multidimensional construct comprised of economic, cultural, and environmental aspects. Data were collected from international tourists that visited Jeju Island. The results indicated that environmentally responsible behavior was influenced positively by cultural sustainability, and negatively by environmental sustainability. Revisit intention and positive word-of-mouth communication were significantly affected by the three dimensions of sustainability. Based on the findings, associated implications were suggested for sustainable destination management of Jeju Island.

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Section: Measurement Modelmentioning

confidence: 99%

International Tourists’ Perceived Sustainability of Jeju Island, South Korea

2017

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“…Falk & Hammerschmidt, 2006;Li & Suomi, 2007;Akinci et al, 2010;Sandhu & Bala, 2011;Janita & Miranda, 2013;Kim & Nitecki, 2014). Parasuraman et al (2005) e-service quality model is rooted from mean-end framework, and they develop E-S-QUAL (e-service quality) with four dimensions: efficiency, system availability, fulfillment and privacy, and E-RecS-QUAL (quality of recovery service provided by firm's web sites) with three dimensions: responsiveness, compensation and contact for measuring the service quality delivered by Web sites on which customers shop electronically (See Figure 1).…”

Section: Service Quality In E-bankingmentioning

confidence: 99%

“…Figure 1. Parasuraman et al (2005) e-service quality model for e-banking Many companies use service quality as one of the effective strategies to get the competitive advantage (Maclaran & McGowan, 1999;Chang & Yeh, 2002;Park, Robertson & Wu, 2004;Liou & Tzeng, 2007;Dominic, Goh, Wong & Chen, 2010), especially banks, which are delivering services via online (i.e., e-banking) consider this service quality is a critical issue (Han & Beak, 2004;Jayawardhena, 2004;Bauer et al, 2006;Wong, Rexha & Phau, 2008;Akinci et al, 2010;Ariff et al, 2012). Even though, there has been no recent statistics available to show the growth of service quality in the e-banking in Sri Lanka, especially in Batticaloa district, and generally the service quality is high degree in e-banking in the other countries (e.g., Li & Suomi, 2007;Ariff et al, 2012;Paschaloudis, 2014) and thus, the researcher assumes that the service quality is high degree in e-banking in Batticaloa district.…”

Section: Service Quality In E-bankingmentioning

confidence: 99%

Service Quality and Customer Satisfaction in the Electronic Banking

Tharanikaran¹,

Sritharan²,

Thusyanthy³

2017

IJBM

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The present study aims to assess the degree of service quality and customer satisfaction in the electronic banking context in Battticaloa district. To achieve these objectives a questionnaire was developed with item measures that capture the service quality and customer satisfaction constructs. In a study of 231 respondents (51 percent of response rate), unidimensionality, reliability and validity assessments were conducted to validate the key constructs and one sample t-test was performed to test the hypotheses. The results indicated that service quality and customer satisfaction were at high degree in the electronic banking in Battticaloa district. The findings of this study assist the bank managers, academics and practitioners to develop and implement service quality and customer satisfaction related strategies in the electronic banking. Further, this study makes a contribution to the existing literature by comprehensively examining the notions of service quality and customer satisfaction in the electronic banking.

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“…To advance or to question to the application of these models, other scholars have proposed SERVPERT (Cronin and Taylor, 1992) [7], WebQual (Barnes & Vidgen, 2002) [8], eTransQual (Bauer, Falk, & Hammerschmidt, 2006) [9], and other models to evaluate e-SQ. However, these models have following limitations.…”

Section: Limitations Of Current Evaluation Of E-sq In B2c E-commercementioning

confidence: 99%

Semantic Analysis of Online Buyer’s Review: a New Perspective to Improve the Evaluation of Electronic Service Quality in B2C E-Commerce

Chen¹,

Zhaoji²

2016

dtetr

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Abstract. The rapid growth of e-commerce placed the research of evaluating electronic service quality at the center of stage. But current researches in e-SQ evaluation face the limitations of being lacking in general applicability of the models, inadequate in measuring subject experience through rational data, and ineffective in measuring cultural factors in e-SQ. Based on analysis of limitations in current e-SQ evaluation and merits of semantic analysis, this paper proposes a new perspective to improve e-SQ evaluation by adopting semantic analysis and predicted difficulties might encounter in future studies.

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eTransQual: A transaction process-based approach for capturing service quality in online shopping

Cited by 654 publications

References 39 publications

International Tourists’ Perceived Sustainability of Jeju Island, South Korea

International Tourists’ Perceived Sustainability of Jeju Island, South Korea

Service Quality and Customer Satisfaction in the Electronic Banking

Semantic Analysis of Online Buyer’s Review: a New Perspective to Improve the Evaluation of Electronic Service Quality in B2C E-Commerce

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