Re-assessment of E-S-Qual and E-RecS-Qual in a pure service setting

Serkan Akinci, Eda Atilgan-Inan and Safak Aksoy

Journal of Business Research, 2010, vol. 63, issue 3, 232-240

Abstract: Understanding and measuring electronic service quality including its dimensions has become crucial since a growing volume of business takes place in the cyber world. This paper focuses on measuring electronic service quality and service recovery issues by means of E-S-QUAL and E-RecS-QUAL scales in a pure service oriented setting and across a culturally different consumer group than the original scale. This research covers 2017 customers' assessment of the electronic service quality offered by 13 banks in Turkey. Findings suggest a refined and more stable version of the E-S-QUAL scale for the internet banks. Comprehensive psychometric tests also suggest that E-RecS-QUAL is an appropriate tool to evaluate online service recovery in consumer research.

Keywords: Electronic; service; quality; E-S-QUAL; E-RecS-QUAL; Online; banking; Internet; banking (search for similar items in EconPapers)
Date: 2010
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Citations: View citations in EconPapers (13)

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Persistent link: https://EconPapers.repec.org/RePEc:eee:jbrese:v:63:y:2010:i:3:p:232-240

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