Paper Info
Title
Measuring E-Service Quality: A Review Of Literature
Abstract
In the competitive electronic service (e-service) context, favourable consumer perception about performance is the key to success and marketers are keen to explore consumers' perceived service quality. Therefore, several scales have been developed to evaluate electronic service quality (e-SQ) in different contexts. This study explores methodological issues relating to the scale development process while undertaking content analysis of e-SQ literature. The study also focuses on the identification of crucial dimensions of e-SQ measurement scale in different e-service contexts. The review indicates that privacy and security, website design, responsiveness, efficiency, reliability, ease of use and system availability are prominent measures of e-SQ regardless of the context. This study also provides a comprehensive framework including antecedents and outcomes of e-SQ to help managers and researchers in evaluating e-SQ.
Year
DOI
Venue
2020
10.1504/IJSTM.2020.105398
INTERNATIONAL JOURNAL OF SERVICES TECHNOLOGY AND MANAGEMENT
Keywords
DocType
Volume
E-S-QUAL, e-retailing, scale development, e-banking, e-services, website quality
Journal
26
Issue
ISSN
Citations 
1
1460-6720
0
PageRank 
References 
Authors
0.34
0
2
Name
Order
Citations
PageRank
Amit Shankar100.34
Biplab Datta200.34