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A new measure of e-service quality in France

Author

Listed:
  • S. Rolland
  • Ina Freeman

    (Groupe Sup de Co La Rochelle, CEREGE [Poitiers] - Centre de recherche en gestion [EA 1722] - IAE Poitiers - Institut d'Administration des Entreprises (IAE) - Poitiers - UP - Université de Poitiers = University of Poitiers - UP - Université de Poitiers = University of Poitiers - ULR - La Rochelle Université)

Abstract

The purpose of this paper is to design, develop and evaluate a reliable and valid scale for the measurement of online retail service quality, specifically in the French context. Design/methodology/approach - Study 1 derived scale items from the literature by content analysis. Study 2 extracted items from two quantitative data sets, gathered by questionnaire from 172 and 125 online shoppers, by exploratory factor and reliability analyses. Study 3 applied psychometric testing and confirmatory factor analysis to data from a survey of 178 e-shoppers. Findings - The outcome is "E-tail SQ", a 15-item scale to measure five key user values (labelled ease of use, information content, fulfilment reliability, security/privacy and post-purchase customer service). These scale items derived from French data are found to be similar to those identified in previous international studies, except that French e-shoppers place more emphasis than their English-speaking counterparts on internet security and privacy of personal information. Research limitations/implications - The sample profiles place limits on the applicability of the scale across markets and service categories. Further research must be conducted to improve its external validity. Practical implications - "E-tail SQ" can help online retailers in the French marketplace to measure service quality delivered, and thereby to improve it, and may be transferable to other national markets. Originality/value - This new scale for the measurement of service quality in a specific cultural environment offers online retailers a framework within which to manage their web-based relationships with a growing number of online shoppers.

Suggested Citation

  • S. Rolland & Ina Freeman, 2010. "A new measure of e-service quality in France," Post-Print hal-00576616, HAL.
    • Handle: RePEc:hal:journl:hal-00576616
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    Citations

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    Cited by:

    1. Avadhut Arun Patwardhan & Neeraj Pandey, 2021. "Analyzing Role of E-SERVQUAL Constructs for Post-pandemic Recovery of Indian Taxi Aggregator Services," International Journal of Global Business and Competitiveness, Springer, vol. 16(1), pages 89-102, December.
    2. Chetan A. Jhaveri & Jitendra M. Nenavani, 2020. "Evaluation of eTail Services Quality: AHP Approach," Vision, , vol. 24(3), pages 310-319, September.
    3. Debarun Chakraborty, 2019. "Customer Satisfaction Towards Food Service Apps in Indian Metro Cities," FIIB Business Review, , vol. 8(3), pages 245-255, September.
    4. Aulia RACHMANA PUTRA & Said MUSNADI & Syafruddin CHAN, 2019. "Analysis of Behavioral Intention to Use a Community-based Information System in the City of Banda Aceh, Indonesia," Expert Journal of Marketing, Sprint Investify, vol. 7(2), pages 93-99.
    5. Manuela Ingaldi & Robert Ulewicz, 2019. "How to Make E-Commerce More Successful by Use of Kano’s Model to Assess Customer Satisfaction in Terms of Sustainable Development," Sustainability, MDPI, vol. 11(18), pages 1-22, September.
    6. Tontini, Gerson, 2016. "Identifying opportunities for improvement in online shopping sites," Journal of Retailing and Consumer Services, Elsevier, vol. 31(C), pages 228-238.
    7. Cristina Alina Naftanaila & Viorica Braga & Odi Mihaela Zarnescu, 2017. "Analysis of the Convergence Criteria in Romania for Adopting the Single Currency and the Convergence Programme 2016-2019 regarding the Monetary Policy and the Exchange Rate," International Journal of Academic Research in Accounting, Finance and Management Sciences, Human Resource Management Academic Research Society, International Journal of Academic Research in Accounting, Finance and Management Sciences, vol. 7(1), pages 162-169, January.
    8. 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.
    9. Bèzes, Christophe, 2014. "Definition and psychometric validation of a measurement index common to website and store images," Journal of Business Research, Elsevier, vol. 67(12), pages 2559-2578.
    10. Biranchi Narayan Swar & Rajesh Panda, 2023. "Online Retail Service Quality: Scale Development and Validation," Vision, , vol. 27(3), pages 376-385, June.
    11. Vivek Agrawal & Nitin Seth & Jitendra Kumar Dixit, 2022. "A combined AHP–TOPSIS–DEMATEL approach for evaluating success factors of e-service quality: an experience from Indian banking industry," Electronic Commerce Research, Springer, vol. 22(3), pages 715-747, September.
    12. Christophe Bezes, 2013. "L'image du magasin : définition, effets, mesure et perspectives de recherche," Post-Print hal-02086704, HAL.
    13. Sulieman Ibraheem Shelash Al-Hawary & Warda Fares Al-Smeran, 2017. "Impact of Electronic Service Quality on Customers Satisfaction of Islamic Banks in Jordan," International Journal of Academic Research in Accounting, Finance and Management Sciences, Human Resource Management Academic Research Society, International Journal of Academic Research in Accounting, Finance and Management Sciences, vol. 7(1), pages 170-188, January.
    14. Christophe Bezes & Bertrand Belvaux, 2012. "Which elements of differentiation for commercial websites? A transmitted image approach [Quels éléments de différenciation pour les sites web marchands ? Une approche par l'image transmise]," Post-Print hal-02086743, HAL.
    15. Karol Król & Dariusz Zdonek, 2020. "Aggregated Indices in Website Quality Assessment," Future Internet, MDPI, vol. 12(4), pages 1-23, April.

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