Measuring Internet retail service quality using E-S-QUAL

Rafiq, Mohammed, Lu, Xiaoming and Fulford, Heather (2011) Measuring Internet retail service quality using E-S-QUAL. Journal of Marketing Management, 28 (9-10). pp. 1-15. ISSN 0267-257X

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Despite its acknowledged importance, there are few rigorous empirical studies examining Internet retail service quality. An exception is the development of the E-S-QUAL scale by Parasuraman, Zeithaml, and Malhotra (2005). Whilst E-S-QUAL demonstrated good psychometric properties in the original study, the scale lacks external validation. This paper presents a reassessment and validation of the E-S QUAL in the context of the Internet grocery sector. Data were collected via a web-based cross-sectional survey using self-administered questionnaires distributed to online grocery shoppers. A total of 491 usable questionnaires were received. The results show that there are potential discriminant validity problems with the Efficiency and System Availability dimensions of E-S-QUAL. Further analysis shows that a second-order, three-factor model of E S-QUAL, consisting of Efficiency, System Availability, and Fulfilment, provides the best fit to the data in this study. Privacy is shown to be the least important dimension for the data set in this study.

Item Type: Article
Uncontrolled Keywords: Internet retail service quality, e-service quality, E-S-QUAL
Subjects: N500 Marketing
Department: Faculties > Business and Law > Newcastle Business School
Depositing User: Helen Pattison
Date Deposited: 22 May 2012 11:11
Last Modified: 19 Nov 2019 09:52

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