MEASURE SERVICE QUALITY IN E-COMMERCE CONTEXT: A REVIEW OF MEASUREMENT SCALE AND PERSPECTIVES

MESURER LA QUALITE DE SERVICE D'UN SITE E-MARCHAND: ÉTAT DE L'ART DES ECHELLES DE MESURE ET PERSPECTIVES DE RECHERCHE

Linh Nguyen () and Odile Chanut ()
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Linh Nguyen: COACTIS - COnception de l'ACTIon en Situation - UL2 - Université Lumière - Lyon 2 - UJM - Université Jean Monnet - Saint-Étienne
Odile Chanut: COACTIS - COnception de l'ACTIon en Situation - UL2 - Université Lumière - Lyon 2 - UJM - Université Jean Monnet - Saint-Étienne

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Abstract: The main objective of this paper is to identify and analyze the most common models and methods for measuring e-service quality applied in B2C e-commerce. Based on the research method of systematic literature review over the last fifteen years, the paper analyzes (a) the methodological issues involved in developing measurement scales and (b) issues related to the dimensions of this construct. The results underline that alongside the dimensions of the experience spent on the site (ease of use, security / confidentiality, quality of content, design), consumers are now particularly sensitive to logistics services offered by commercial sites. E-merchand understand this and build their competitive advantages over logistics performance. Logistics dimensions have been progressively taken account in several e-service quality models. More research is expected to further integrate the dimensions related to the post-sale phase part of the purchasing process (modalities, fluidity and reliability of deliveries, order traceability, returns etc.) for measuring e-service quality applied in B2C e-commerce.

Keywords: E-service quality; measurement scale; logistics; Qualité de service d'un site e-marchand; échelles de mesure; B2C; e-commerce; dimensions logistiques (search for similar items in EconPapers)
Date: 2018-05-16
Note: View the original document on HAL open archive server: https://hal.science/hal-01812214
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Published in Association Française du marketing, May 2018, Strasbourg, France

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Persistent link: https://EconPapers.repec.org/RePEc:hal:journl:hal-01812214

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