Measuring Internet retail service quality using E-S-QUAL
نویسندگان
چکیده
منابع مشابه
A Psychometric Assessment of E-s-qual: a Scale to Measure Electronic Service Quality
As the Internet retailing market grows at an inceasing rate, those who use the Internet as a retailing channel have realised that service delivery and service quality are as important for the Internet environment as for the bricksand-mortar environment. The absence of a valid and reliable instrument to measure service quality in this new environment has, however, bedeviled the endeavors of both...
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Using the means-end framework as a theoretical foundation, this article conceptualizes, constructs, refines, and tests a multiple-item scale (E-S-QUAL) for measuring the service quality delivered by Web sites on which customers shop online. Two stages of empirical data collection revealed that two different scales were necessary for capturing electronic service quality. The basic E-S-QUAL scale...
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The expeditious development of technology and internet has diverted company direction to retain customer e-satisfaction. Customer satisfaction is becoming an area of great interest for companies and customer satisfaction has a direct impact on the profitability of a company. With regard to customer satisfaction’s importance, we investigate the impact of service quality dimensions on customer sa...
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OBJECTIVES To validate the QUAL-E, a new measure of quality of life at the end of life. METHODS We conducted a cross-sectional study to assess the instrument's psychometric properties, including the QUAL-E's associations with existing measures, evaluation of robustness across diverse sample groups, and stability over time. The study was conducted at the VA and Duke University Medical Centers,...
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MIS faculty members at a public university have developed a prototype academic advising support system (AASS). To facilitate user assessment of the system, an instrument that measures service quality for electronic services was modified and administered. Results from the survey of 63 students found that the instrument was suitable for a service-based system such as AASS. The factor of efficienc...
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ژورنال
عنوان ژورنال: Journal of Marketing Management
سال: 2012
ISSN: 0267-257X,1472-1376
DOI: 10.1080/0267257x.2011.621441