Journal
JOURNAL OF BUSINESS RESEARCH
Volume 64, Issue 5, Pages 508-515Publisher
ELSEVIER SCIENCE INC
DOI: 10.1016/j.jbusres.2010.04.007
Keywords
Service quality; Self-services; Online shopping; Scale development
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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. (C) 2010 Elsevier Inc. All rights reserved.
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