Developing e-service quality scales: A literature review
Journal of Retailing and Consumer Services, 2010, vol. 17, issue 6, 464-477
This study reviews the literature on e-service quality (e-SQ), with an emphasis on the methodological issues involved in developing measurement scales and issues related to the dimensionality of the e-SQ construct. We selected numerous studies on e-SQ from well-known databases and subjected them to a thorough content analysis. The review shows that dimensions of e-service quality tend to be contingent on the service industry. Despite the common dimensions often used in evaluating e-SQ, regardless of the type of service on the internet (â€˜reliability/fulfilmentâ€™, â€˜responsivenessâ€™, â€˜web designâ€™, â€˜ease of use/usabilityâ€™, â€˜privacy/securityâ€™, and â€˜information quality/benefitâ€™), other dimensions are specific to e-service contexts. The study also identifies several conceptual and methodological limitations associated with developing e-SQ measurement such as the lack of a rigorous validation process, the problematic sample size and composition, the focus on functional aspects, and the use of a data-driven approach. This is the first study to undertake an extensive literature review of research on the development of e-SQ scales. The findings should be valuable to academics and practitioners alike.
Keywords: E-service quality; Scale development; Dimensionality; Psychometric properties (search for similar items in EconPapers)
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Persistent link: https://EconPapers.repec.org/RePEc:eee:joreco:v:17:y:2010:i:6:p:464-477
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