Conceptualization and assessment of E-service quality for luxury brands

Jung-Hwan Kim and Minjeong Kim

The Service Industries Journal, 2020, vol. 40, issue 5-6, 436-470

Abstract: Designed as a two-part study, the current study systematically evaluates the e-service quality performance of luxury fashion websites (Study 1) and investigates actual shoppers’ perceptions and evaluations of the e-service quality of luxury fashion websites and their influence on e-satisfaction and e-loyalty (Study 2). This study further examines the moderating role of luxury online shoppers’ income levels in the relationship among perceptions and evaluations of e-service quality, e-satisfaction, and e-loyalty. The results of the study confirm a preliminary stage of e-commerce development for luxury fashion websites, revealing a large gap between online and offline experiences. The comprehensive e-service attributes identified and empirically tested in the study will be useful to both academic researchers and industry practitioners not only for assessing current e-service quality, but also identifying specific areas for improvement.

Date: 2020
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DOI: 10.1080/02642069.2018.1517755

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The Service Industries Journal is currently edited by Eileen Bridges, Professor Domingo Ribeiro, Ronald Goldsmith, Barry Howcroft and Youjae Yi

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