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Validation of customers' perceived e-service quality determinants: a confirmatory factor analysis approach

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  • Narender Singh Bhati

Abstract

The purpose of this study is to refine and examine the reliability and validity of e-service quality scales developed by Zeithaml et al. (2000), consisting of 11 dimensions in online purchase environment. The study assessed the perception of 479 online buyers from Rajasthan. The respondents were required to respond on a five-point Likert-scale from strongly disagree to strongly agree. The data was analysed using SPSS 21.0 and AMOS 21.0 software package. Confirmatory factors analysis (CFA) was used to test the reliability and validity of the measurement model. The findings revealed the good and acceptable internal consistency among the constructs of the study. The measurement model fit was found to be good using different model fit indices like CMIN, DF, GFI, NFI, CHI, IFI, TLI, and RMSEA. The findings revealed that all the fit indices criterion was accomplished, which resulted into accepting the reliability and validity of the measurement model.

Suggested Citation

  • Narender Singh Bhati, 2020. "Validation of customers' perceived e-service quality determinants: a confirmatory factor analysis approach," International Journal of Services, Economics and Management, Inderscience Enterprises Ltd, vol. 11(2), pages 97-118.
    • Handle: RePEc:ids:injsem:v:11:y:2020:i:2:p:97-118
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