E-service Quality: Development and Validation of the Scale

被引：13

作者：

Kaur, Baljit ^{[1
]}

Kaur, Jasveen ^{[2
]}

Pandey, Shivendra Kumar ^{[1
]}

Joshi, S. ^{[1
]}

机构：

[1] Indian Inst Management, Rohtak 124010, Haryana, India

[2] Guru Nanak Dev Univ GNDU, Univ Business Sch UBS, Amritsar, Punjab, India

来源：

GLOBAL BUSINESS REVIEW | 2023年 / 24卷 / 05期

关键词：

E-service quality; scale development; validation; information quality and usability; reliability; MULTIPLE-ITEM SCALE; CUSTOMER SATISFACTION; BANKING; PERCEPTIONS; DIMENSIONS; IMPACT; ANTECEDENTS; PERFORMANCE; INTENTIONS; EXPERIENCE;

D O I：

10.1177/0972150920920452

中图分类号：

F [经济];

学科分类号：

02 ;

摘要：

The present study develops, refines and validates a scale to measure e-service quality. A total of 545 respondents were approached and employed EFA and CFA. Potential items were drawn from relevant literature. The developed e-service quality scale has six dimensions, namely: information quality and usability, reliability, security and privacy, efficiency, system availability and assurance. The findings reveal that information quality and usability was the most significant factor, followed by reliability in contributing to e-service quality. Practitioners may utilize the scale to measure e-service quality and take steps to bridge the gap between customer expectations and perceived quality.

引用

页码：953 / 971

页数：19

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