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Assessing e-service quality: the current state of E-S-QUAL
16 references·7 citing·40 second hop
Assessing e-service quality: the current state of E-S-QUAL (2012)Assessing e-service quality: the current …Developing e-service quality scales: A literature review (2010)Developing e-service quality …Re-assessment of E-S-Qual and E-RecS-Qual in a pure service setting (2009)Re-assessment of E-S-Qual and…E‐retailing by banks: e‐service quality and its importance to customer satisfaction (2009)E‐retailing by banks: e‐servi…A review of twenty years of SERVQUAL research (2009)A review of twenty years of S…Effects of e‐service quality on loyalty intention: an empirical study in online auction (2008)Effects of e‐service quality …Do Data Characteristics Change According to the Number of Scale Points Used? An Experiment Using 5-Point, 7-Point and 10-Point Scales (2008)Do Data Characteristics Chang…Review and future directions of cross-cultural consumer services research (2007)Review and future directions …Perceived e‐service quality (PeSQ) (2007)Perceived e‐service quality (…Online service attributes available on apparel retail web sites: an E‐S‐QUAL approach (2006)Online service attributes ava…E-S-QUAL (2004)E-S-QUALeTailQ: dimensionalizing, measuring and predicting etail quality (2003)eTailQ: dimensionalizing, mea…Service Quality Delivery through Web Sites: A Critical Review of Extant Knowledge (2002)Service Quality Delivery thro…Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives (1999)Cutoff criteria for fit index…Structural equation modeling in practice: A review and recommended two-step approach. (1988)Structural equation modeling …An Updated Paradigm for Scale Development Incorporating Unidimensionality and Its Assessment (1988)An Updated Paradigm for Scale…Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)Evaluating Structural Equatio…Unveiling FinTech adoption: an integrated approach of TAM and E-S-QUAL models for assessing the impact of service quality (2025)Unveiling FinTech adoption: a…THE DETERMINANT OF WEBSITE QUALITY AND E- SERVICE QUALITY AT SME IN INDONESIA (2020)THE DETERMINANT OF WEBSITE QU…Competing scales for measuring perceived quality in the electronic retail industry: A comparison between E-S-Qual and E-TailQ (2019)Competing scales for measurin…Descriptive Content Analysis on E-Service Research (2016)Descriptive Content Analysis …Antecedents of online purchasing behaviour in the tourism sector (2016)Antecedents of online purchas…Building loyalty through functional and hedonic quality (2014)Building loyalty through func…The balance of the impact of quality and recovery on satisfaction: the case of e-travel (2013)The balance of the impact of …Marketing Research (1970)Marketing Research (1995)Optimal number of response categories in rating scales: reliability, validity, discriminating power, and respondent preferences (2000)Measurement Schmeasurement: Questionable Measurement Practices and How to Avoid Them (2020)SWOT analysis applications: An integrative literature review (2021)Single Item Measures in Psychological Science (2022)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)Internet banking service quality and its implication on e-customer satisfaction and e-customer loyalty (2016)Internet banking service quality, e-customer satisfaction and loyalty: the modified e-SERVQUAL model (2020)The effects of service quality, perceived value and trust in home delivery service personnel on customer satisfaction: Evidence from a developing country (2021)Coefficient Alpha and the Internal Structure of Tests (1951)A Paradigm for Developing Better Measures of Marketing Constructs (1979)A Brief Tutorial on the Development of Measures for Use in Survey Questionnaires (1998)Structural Equation Modeling and Regression: Guidelines for Research Practice (2000)A Critical Review of Construct Indicators and Measurement Model Misspecification in Marketing and Consumer Research (2003)On the Evaluation of Structural Equation Models (1988)Customer perceptions of e‐service quality in online shopping (2005)Consumer e-shopping acceptance: Antecedents in a technology acceptance model (2008)From e-commerce to social commerce: A close look at design features (2012)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)Alternative measures of service quality: a review (2008)Service quality, consumer satisfaction and loyalty in hospitals: Thinking for the future (2016)Significance tests and goodness of fit in the analysis of covariance structures. (1980)Comparative fit indexes in structural models. (1990)Alternative Ways of Assessing Model Fit (1992)Fit indices in covariance structure modeling: Sensitivity to underparameterized model misspecification. (1998)Evaluating the Fit of Structural Equation Models: Tests of Significance and Descriptive Goodness-of-Fit Measures (2003)Sensitivity of Goodness of Fit Indexes to Lack of Measurement Invariance (2007)Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology (1989)User Acceptance of Computer Technology: A Comparison of Two Theoretical Models (1989)Customer perceived value, satisfaction, and loyalty: The role of switching costs (2004)An Updated and Streamlined Technology Readiness Index (2014)Construct validity in psychological tests. (1955)Review of Psychometric theory (2nd ed.). (1979)The Commitment-Trust Theory of Relationship Marketing (1994)PLS-SEM: Indeed a Silver Bullet (2011)A new criterion for assessing discriminant validity in variance-based structural equation modeling (2014)Understanding Customer Experience Throughout the Customer Journey (2016)When to use and how to report the results of PLS-SEM (2018)
this work references cited by second hop

References

  • 1981Evaluating Structural Equation Models with Unobservable Variables and Measurement Error108,884 cited
  • 1999Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives108,592 cited
  • 1988Structural equation modeling in practice: A review and recommended two-step approach.41,858 cited
  • 1988An Updated Paradigm for Scale Development Incorporating Unidimensionality and Its Assessment6,290 cited
  • 2004E-S-QUAL3,962 cited
  • 2002Service Quality Delivery through Web Sites: A Critical Review of Extant Knowledge2,727 cited
  • 2003eTailQ: dimensionalizing, measuring and predicting etail quality2,295 cited
  • 2008Do Data Characteristics Change According to the Number of Scale Points Used? An Experiment Using 5-Point, 7-Point and 10-Point Scales2,118 cited
  • 2009A review of twenty years of SERVQUAL research845 cited
  • 2007Perceived e‐service quality (PeSQ)788 cited
  • 2010Developing e-service quality scales: A literature review414 cited
  • 2006Online service attributes available on apparel retail web sites: an E‐S‐QUAL approach354 cited
  • 2008Effects of e‐service quality on loyalty intention: an empirical study in online auction296 cited
  • 2007Review and future directions of cross-cultural consumer services research284 cited

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  • 2009E‐retailing by banks: e‐service quality and its importance to customer satisfaction239 cited
  • 2009Re-assessment of E-S-Qual and E-RecS-Qual in a pure service setting160 cited
  • Cited by

    • 2016Descriptive Content Analysis on E-Service Research43 cited
    • 2016Antecedents of online purchasing behaviour in the tourism sector40 cited
    • 2013The balance of the impact of quality and recovery on satisfaction: the case of e-travel37 cited
    • 2014Building loyalty through functional and hedonic quality36 cited
    • 2019Competing scales for measuring perceived quality in the electronic retail industry: A comparison between E-S-Qual and E-TailQ36 cited
    • 2020THE DETERMINANT OF WEBSITE QUALITY AND E- SERVICE QUALITY AT SME IN INDONESIA17 cited
    • 2025Unveiling FinTech adoption: an integrated approach of TAM and E-S-QUAL models for assessing the impact of service quality8 cited