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Measuring E-Service Quality: Reviewing E-S-QUAL

Author

Listed:
  • Yaya Luc Honore Petnji

    (Polytechnic Superior I, University of Girona, Av. Lluis Santaló, s/n, 17071 Girona, Spain)

  • Marimon Frederic

    (Faculty of Economics and Social Sciences, Universitat International de Catalunya, Immaculada 22, 08017 Barcelona, Spain)

  • Fa Marti Casadesus

    (Gestió Empresarial i Desenvolupament de Producte, Departament d'Organització, University of Girona, Av. Lluis Santaló, s/n, 17071 Girona, Spain)

Abstract

The absence of a valid and reliable scale to measure e-service quality forced early researchers to make use of some fairly unsatisfactory alternatives. To improve these previous studies, Parasuraman et al. (2005) developed and operationalized E-S-QUAL, a multi-item scale for examining website service quality. This study reviews the literature on E-S-QUAL focusing particularly on the methodology used, new suggestions to be made, and limitations associated with the adoption of the scale. The review shows that the scale is effective in capturing core e-service quality. The dimensions of efficiency, system availability and privacy are represented consistently in the various models, regardless of the type of e-service. In contrast, the dimension of fulfillment appears not to be generic but specific to particular e-service contexts such as websites selling physical goods. This study is the first to undertake an extensive literature review of the development of e-service quality scales and to provide important insights into the application of E-S-QUAL.

Suggested Citation

  • Yaya Luc Honore Petnji & Marimon Frederic & Fa Marti Casadesus, 2012. "Measuring E-Service Quality: Reviewing E-S-QUAL," Stochastics and Quality Control, De Gruyter, vol. 27(1), pages 19-41, September.
    • Handle: RePEc:bpj:ecqcon:v:27:y:2012:i:1:p:19-41:n:1
    DOI: 10.1515/eqc-2012-0001
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    References listed on IDEAS

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    1. Zhang, Jingyun & Beatty, Sharon E. & Walsh, Gianfranco, 2008. "Review and future directions of cross-cultural consumer services research," Journal of Business Research, Elsevier, vol. 61(3), pages 211-224, March.
    2. Diamantopoulos, A. & Reynolds, N.L. & Simintiras, A.C., 2006. "The impact of response styles on the stability of cross-national comparisons," Journal of Business Research, Elsevier, vol. 59(8), pages 925-935, August.
    3. McQuitty, Shaun, 2004. "Statistical power and structural equation models in business research," Journal of Business Research, Elsevier, vol. 57(2), pages 175-183, February.
    4. Akinci, Serkan & Atilgan-Inan, Eda & Aksoy, Safak, 2010. "Re-assessment of E-S-Qual and E-RecS-Qual in a pure service setting," Journal of Business Research, Elsevier, vol. 63(3), pages 232-240, March.
    5. Ladhari, Riadh, 2010. "Developing e-service quality scales: A literature review," Journal of Retailing and Consumer Services, Elsevier, vol. 17(6), pages 464-477.
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