Measuring Internet retail service quality using E-S-QUAL

Mohammed Rafiq · Heather Fulford

74 citations0/0 files storedJournal of Marketing Management

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Customer Service Quality and Loyalty Consumer Behavior and Marketing Influence Technology Adoption and User Behaviour

Abstract

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 Parasuraman, A., Zeithaml, V.A. and Malhotra, A. 2005. E-S-QUAL: A multiple-item scale for assessing electronic service quality. Journal of Service Research, 7(3): 213–233. [Crossref], [Web of Science ®] , [Google Scholar]). 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.

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References

1988On the Evaluation of Structural Equation Models 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality 1980A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions 1996The Behavioral Consequences of Service Quality 1984A Service Quality Model and its Marketing Implications 1988An Updated Paradigm for Scale Development Incorporating Unidimensionality and Its Assessment 2003A Critical Review of Construct Indicators and Measurement Model Misspecification in Marketing and Consumer Research 1998Issues and opinion on structural equation modeling

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