Systematic Mapping of Methodologies Used for the Validation of Models and Scales Derived From e-SQ

Abstract

Electronic Service Quality (e-SQ) is a topic that has been reviewed by several authors and, given the situation we live in, has become more relevant in the world; therefore, it is of vital importance to generate an effective measurement of the service being provided, which will allow companies to know the needs and expectations of their customers and how they evaluate the service received. This article considers an exploratory-descriptive research, which through a systematic literature mapping (MSL) reviews the methods and techniques that have been applied for the validity of the scales derived from e-SQ, thus generating a focused view of the methods applied in scientific research in the last five years. With the results obtained, a theoretical model for validating a scale is generated and proposed, which could be useful for researchers seeking to confirm and validate their scales or who are in the process of developing a research project.