A new measure of e-service quality in France

S. Rolland and Ina Freeman
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Ina Freeman: Groupe Sup de Co La Rochelle, CEREGE [Poitiers, La Rochelle] - Centre de recherche en gestion [EA 1722] - UP - Université de Poitiers = University of Poitiers - ULR - La Rochelle Université

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Abstract: The purpose of this paper is to design, develop and evaluate a reliable and valid scale for the measurement of online retail service quality, specifically in the French context. Design/methodology/approach - Study 1 derived scale items from the literature by content analysis. Study 2 extracted items from two quantitative data sets, gathered by questionnaire from 172 and 125 online shoppers, by exploratory factor and reliability analyses. Study 3 applied psychometric testing and confirmatory factor analysis to data from a survey of 178 e-shoppers. Findings - The outcome is "E-tail SQ", a 15-item scale to measure five key user values (labelled ease of use, information content, fulfilment reliability, security/privacy and post-purchase customer service). These scale items derived from French data are found to be similar to those identified in previous international studies, except that French e-shoppers place more emphasis than their English-speaking counterparts on internet security and privacy of personal information. Research limitations/implications - The sample profiles place limits on the applicability of the scale across markets and service categories. Further research must be conducted to improve its external validity. Practical implications - "E-tail SQ" can help online retailers in the French marketplace to measure service quality delivered, and thereby to improve it, and may be transferable to other national markets. Originality/value - This new scale for the measurement of service quality in a specific cultural environment offers online retailers a framework within which to manage their web-based relationships with a growing number of online shoppers.

Keywords: Customer services quality; Electronic commerce; France; Internet shopping; Measurement; testing and instruments (search for similar items in EconPapers)
Date: 2010-07-01
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Citations: View citations in EconPapers (15)

Published in International Journal of Retail and Distribution Management, 2010, 38 (n°7), pp. 497-517

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Persistent link: https://EconPapers.repec.org/RePEc:hal:journl:hal-00576616

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