E-Service Quality: Development of a Hierarchical Model

By Markus Blut. 2016

297 citations recorded by the source corpus.

Using survey data from 358 online customers, the study finds that the e-service quality construct conforms to the structure of a third-order factor model that links online service quality perceptions to distinct and actionable dimensions, including (1) website design, (2) fulfilment, (3) customer service, and (4) security/privacy. Each dimension is found to consist of several attributes that define the basis of e-service quality perceptions. A comprehensive specification of the construct, which includes attributes not covered in existing scales, is developed. The study contrasts a formative model consisting of 4 dimensions and 16 attributes against a reflective conceptualization. The results of this comparison indicate that studies using an incorrectly specified model overestimate the importance of certain e-service quality attributes. Global fit criteria are also found to support the detection of measurement misspecification. Meta-analytic data from 31,264 online customers are used to show that the developed measurement predicts customer behavior better than widely used scales, such as WebQual and E-S-Qual. The results show that the new measurement enables managers to assess e-service quality more accurately and predict customer behavior more reliably.

Subfields: Information Systems and Management, Organizational Behavior and Human Resource Management, Sociology and Political Science

View Paper: https://www.semanticscholar.org/paper/b4685e7b751458d1a1d29f849cf09c685ecfa94e

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Citations in the corpus

Integration of UTAUT model in internet banking adoption context (2019, background): “By following above arguments and based on existing literature (Blut, 2016; Cristobal et al. , 2007; Rahi, 2016; Spake et al. , 2011) reliability is hypothesized as: H7.”
The impact of e-service quality and customer satisfaction on customer behavior in online shopping (2019, methodology): “According to Blut (2016), e-service quality measurements contain four dimensions: website design, customer service, security/privacy, and ful ﬁ llment.”