Developing and validating a multidisciplinary scale of E-retailing website elements

Ibrahim Alnawas and Amr Al Khateeb

Journal of Retailing and Consumer Services, 2022, vol. 66, issue C

Abstract: The purpose of this article is to theoretically identify the salient elements of e-retailing websites and empirically verify them through a rigorous scale development process. A mixed method approach was followed to achieve these objectives: a qualitative (content analysis) and a quantitative approach (factorial and confirmatory surveys). Three findings emerge from the current study. First: this study provides sound empirical support for e-retailing website elements as a high-order construct that consists of eight first-order factors. Second, the current research suggests that the measurement instrument for e-retailing website elements, which contains 54 items, is a valid and reliable using the following factors: hedonic website design elements, technical website design elements, website experiential elements, website relational elements, product-related elements, order-related elements, security-related elements and social media presence. Third, the proposed measurement instrument of e-retailing website elements strongly predicts e-satisfaction and e-trust. The key contribution of this study stems from developing and validating a multidisciplinary scale that synthesizes and integrates the major perspectives of e-retailing website elements.

Keywords: E-retailing; e-service quality; Relationship marketing; Online customer experience (search for similar items in EconPapers)
Date: 2022
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (5)

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Persistent link: https://EconPapers.repec.org/RePEc:eee:joreco:v:66:y:2022:i:c:s0969698921004719

DOI: 10.1016/j.jretconser.2021.102905

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