Measuring Internet retail service quality using E-S-QUAL

Abstract

Despite its acknowledged importance, there are few rigorous empirical studies examining Internet retail service quality. An exception is the development of the E-S-QUAL scale by Parasuraman, Zeithaml, and Malhotra (2005). Whilst E-S-QUAL demonstrated good psychometric properties in the original study, the scale lacks external validation. This paper presents a reassessment and validation of the E-S-QUAL in the context of the Internet grocery sector. Data were collected via a web-based cross-sectional survey using self-administered questionnaires distributed to online grocery shoppers. A total of 491 usable questionnaires were received. The results show that there are potential discriminant validity problems with the Efficiency and System Availability dimensions of E-S-QUAL. Further analysis shows that a second-order, three-factor model of E-S-QUAL, consisting of Efficiency, System Availability, and Fulfilment, provides the best fit to the data in this study. Privacy is shown to be the least important dimension for the data set in this study.

Technology readiness in a B2B online retail context: An examination of antecedents and outcomes

“…Recent findings confirm the common sense expectation that perceived service quality is a key contributor to satisfaction with the service provider (Rauyruen & Miller, 2007;Molinari, Abratt & Dion, 2008;Chenet et al, 2010). Given the significant amount of research on the links between service quality and satisfaction in both offline (Williams, Khan, Ashill & Naumann., 2011) and online contexts (Rafiq et al, 2012), it is suggested that the same relationship will operate in the B2B domain:…”

“…A high level of service quality is positively associated with satisfaction, and loyalty, in both offline (Fullerton, 2005;Rauyruen & Miller, 2007;Williams, Khan, Ashill & Naumann, 2011) and online contexts (Rafiq, Lu & Fulford, 2012), and can give service providers competitive advantage (Chenet, Dagger & O'Sullivan, 2010). Gounaris (2005) suggested that there are four determinants of service quality in a B2B environment: Potential, Hard Process, Soft Process and Output Quality.…”

“…Potential quality relates to the search attributes customers use to evaluate a provider's ability to provide a good quality service, while hard and soft process determinants refer, respectively, to what is performed during a service process and how it is performed, and output quality to the client's evaluations of the end results. There have been numerous calls for research to explore extending the service quality concept into the online domain (Gounaris, Dimitriadis & Stathakopoulos, 2010;Rafiq et al, 2012) and specifically into the context of professional credence-type services (Hsieh & Hiang, 2004;Walsh, Hennig-Thurau, Sassenberg & Bornemann, 2010). Research suggests that service organizations share various commonalities in terms of their delivery processes, both within and across industries (Carrillat, Jaramillo & Mulki, 2007).…”

A Review of Service and E-Service Quality Measurements: Previous Literature and Extension

“…It was used in the sectors such as online shopping (Rafiq et al, 2012;Ingle and Connoly, 2006;Meng and Mummalaneni, 2010;Türk et al, 2012), and online banking (Marimon et al, 2012;Akinci et al, 2010). Besides this, there were many researches in the literature about measuring e-service quality in different industries such as internet banking service quality (Jun and Cai, 2001;Yang et al, 2004;Ho and Lin, 2010;Jayawardhena, 2004;Siu and Mou, 2005;Zhu et al, 2002;Wu et al, 2012;Kayabasi et al, 2013); mobile service quality (Ozer et al, 2013;Kuo et al, 2009;Lu et al, 2009); online shopping (Ilter, 2009;Celik and Basaran, 2008;Li et al, 2012;Seethamraju, 2006).…”

The Effect of Banks Website Service Quality and E-satisfaction on E-loyalty: An Empirical Study on Swedish Banks

“…E-S-QUAL is considered an extension to SERVQUAL (Paschaloudis & Tsourela, 2015). E-S-QUAL model was used in many studies related to website SQ, such as (Gounaris, Tanyeri, Duman Kurt, & Atrek, 2012;Kim, Kim, & Lennon, 2006;Rafiq, Lu, & Fulford, 2012;Sun, Wang, & Cao, 2009). …”