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e-SELFQUAL: A scale for measuring online self-service quality

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  • Ding, David Xin
  • Hu, Paul Jen-Hwa
  • Sheng, Olivia R. Liu

Abstract

The measurement of online self-service quality has become increasingly crucial as firms deliver an expanding array of services through their Web sites. Substantial research examines online services using salient scales primarily developed for personnel-orchestrated, face-to-face services; several recently developed scales that target online services focus on important information and/or system characteristics but do not consider e-retailers' fundamental roles holistically. The reported research synthesizes relevant previous research and proposes a conceptual framework to examine the quality of online self-services in e-retailing. The proposed framework then guides a scale development effort that includes a series of pilot and validation studies. The resulting scale, e-SELFQUAL, provides a means for examining the relationships between online service quality and customer satisfaction, as well as loyalty in e-retailing. This study has several important implications for research and business practice.

Suggested Citation

  • Ding, David Xin & Hu, Paul Jen-Hwa & Sheng, Olivia R. Liu, 2011. "e-SELFQUAL: A scale for measuring online self-service quality," Journal of Business Research, Elsevier, vol. 64(5), pages 508-515, May.
    • Handle: RePEc:eee:jbrese:v:64:y:2011:i:5:p:508-515
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    Cited by:

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    3. Mohd Naved Khan & Neha Gupta & Manita Matharu & Mohammad Faisal Khan, 2023. "Sustainable E-Service Quality in Tourism: Drivers Evaluation Using AHP-TOPSIS Technique," Sustainability, MDPI, vol. 15(9), pages 1-23, May.
    4. Yan Fang & Zhuowen Qu & Wenhua Wang, 2023. "Developing the Scale for Measuring the Service Quality of Internet-Based E-Waste Collection Platforms," Sustainability, MDPI, vol. 15(9), pages 1-16, May.
    5. Fakhriyeh Hamidianpour & Majid Esmaeilpour & Ali Daryanavard, 2016. "The Effect of Electronic Banking on the Performance of Supply Chain Management of Small and Medium Businesses," Modern Applied Science, Canadian Center of Science and Education, vol. 10(11), pages 1-19, November.
    6. Alnawas, Ibrahim & Al Khateeb, Amr, 2022. "Developing and validating a multidisciplinary scale of E-retailing website elements," Journal of Retailing and Consumer Services, Elsevier, vol. 66(C).
    7. Teresa Fernandes & Rui Pedroso, 2017. "The effect of self-checkout quality on customer satisfaction and repatronage in a retail context," Service Business, Springer;Pan-Pacific Business Association, vol. 11(1), pages 69-92, March.
    8. Demirci Orel, Fatma & Kara, Ali, 2014. "Supermarket self-checkout service quality, customer satisfaction, and loyalty: Empirical evidence from an emerging market," Journal of Retailing and Consumer Services, Elsevier, vol. 21(2), pages 118-129.
    9. Shin, Jae Ik & Chung, Ki Han & Oh, Jae Sin & Lee, Chang Won, 2013. "The effect of site quality on repurchase intention in Internet shopping through mediating variables: The case of university students in South Korea," International Journal of Information Management, Elsevier, vol. 33(3), pages 453-463.
    10. Prentice, Catherine & Nguyen, Mai, 2021. "Robotic service quality – Scale development and validation," Journal of Retailing and Consumer Services, Elsevier, vol. 62(C).
    11. Linh Nguyen & Odile Chanut, 2018. "Measure Service Quality In E-Commerce Context: A Review Of Measurement Scale And Perspectives [Mesurer La Qualite De Service D'Un Site E-Marchand : État De L'Art Des Echelles De Mesure Et Perspecti," Post-Print hal-01812214, HAL.
    12. Xusen Cheng & Fei Guo & Jin Chen & Kejiang Li & Yihui Zhang & Peng Gao, 2019. "Exploring the Trust Influencing Mechanism of Robo-Advisor Service: A Mixed Method Approach," Sustainability, MDPI, vol. 11(18), pages 1-20, September.
    13. Chen-Kuo Pai & Ze-Tian Wu & Seunghwan Lee & Jaeseok Lee & Sangguk Kang, 2022. "Service Quality of Social Media-Based Self-Service Technology in the Food Service Context," Sustainability, MDPI, vol. 14(20), pages 1-15, October.
    14. Kamal Abubker Abrahim Sleiman & Wang Jin & Lan Juanli & Hong Zhen Lei & Jingyi Cheng & Yuanxin Ouyang & Wenge Rong, 2022. "The Factors of Continuance Intention to Use Mobile Payments in Sudan," SAGE Open, , vol. 12(3), pages 21582440221, August.
    15. Yang, Kiseol & Li, Xiaoshu & Kim, HaeJung & Kim, Young Hoon, 2015. "Social shopping website quality attributes increasing consumer participation, positive eWOM, and co-shopping: The reciprocating role of participation," Journal of Retailing and Consumer Services, Elsevier, vol. 24(C), pages 1-9.
    16. Masood Ul Hassan & Muhammad Shahid Iqbal & Ume Habibah, 2020. "Self-Service Technology Service Quality: Building Loyalty and Intention Through Technology Trust in Pakistani Service Sector," SAGE Open, , vol. 10(2), pages 21582440209, June.
    17. Farzad Safaeimanesh & Hasan Kılıç & Habib Alipour & Shahrzad Safaeimanesh, 2021. "Self-Service Technologies (SSTs)—The Next Frontier in Service Excellence: Implications for Tourism Industry," Sustainability, MDPI, vol. 13(5), pages 1-21, March.
    18. Kai Klinker & Manuel Wiesche & Helmut Krcmar, 2020. "Digital Transformation in Health Care: Augmented Reality for Hands-Free Service Innovation," Information Systems Frontiers, Springer, vol. 22(6), pages 1419-1431, December.
    19. Ageeva, Elena & Melewar, T.C. & Foroudi, Pantea & Dennis, Charles & Jin, Zhongqi, 2018. "Examining the influence of corporate website favorability on corporate image and corporate reputation: Findings from fsQCA," Journal of Business Research, Elsevier, vol. 89(C), pages 287-304.
    20. Murat Hulaj, 2014. "General Tasks and Authorizations of Poice Inpreliminary Procedure in Kosova," European Journal of Social Sciences Education and Research Articles, Revistia Research and Publishing, vol. 1, September.
    21. Anil Kumar & Manoj Kumar Dash, 2017. "Using Fuzzy Delphi and Generalized Fuzzy TOPSIS to Evaluate Technological Service Flexibility Dimensions of Internet Malls," Global Journal of Flexible Systems Management, Springer;Global Institute of Flexible Systems Management, vol. 18(2), pages 153-161, June.
    22. Baljit Kaur & Jasveen Kaur & Shivendra Kumar Pandey & S. Joshi, 2023. "E-service Quality: Development and Validation of the Scale," Global Business Review, International Management Institute, vol. 24(5), pages 953-971, October.

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