Re-assessment of E-S-Qual and E-RecS-Qual in a pure service setting

被引：76

作者：

Akinci, Serkan ^{[1
]}

Atilgan-Inan, Eda ^{[1
]}

Aksoy, Safak ^{[1
]}

机构：

[1] Akdeniz Univ, Dept Business Adm Econ & Adm Sci, TR-07058 Antalya, Turkey

来源：

JOURNAL OF BUSINESS RESEARCH | 2010年 / 63卷 / 03期

关键词：

Electronic service quality; E-S-QUAL; E-RecS-QUAL; Online banking; Internet banking; STRUCTURAL EQUATION MODELS; MULTIPLE-ITEM SCALE; E-SATISFACTION; CONSUMER PERCEPTIONS; SITE QUALITY; ONLINE; EXPECTATIONS; TRUST;

D O I：

10.1016/j.jbusres.2009.02.018

中图分类号：

F [经济];

学科分类号：

02 ;

摘要：

Understanding and measuring electronic service quality including its dimensions has become crucial since a growing volume of business takes place in the cyber world. This paper focuses on measuring electronic service quality and service recovery issues by means of E-S-QUAL and E-RecS-QUAL scales in a pure service oriented setting and across a culturally different consumer group than the original scale. This research covers 2017 customers' assessment of the electronic service quality offered by 13 banks in Turkey. Findings suggest a refined and more stable version of the E-S-QUAL scale for the internet banks. Comprehensive psychometric tests also suggest that E-RecS-QUAL is an appropriate tool to evaluate online service recovery in consumer research. (C) 2009 Elsevier Inc. All rights reserved.

引用

页码：232 / 240

页数：9

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