Developing e-service quality scales: A literature review

被引:209
作者
Ladhari, Riadh [1 ]
机构
[1] Univ Laval, Fac Business Adm, Quebec City, PQ, Canada
关键词
E-service quality; Scale development; Dimensionality; Psychometric properties;
D O I
10.1016/j.jretconser.2010.06.003
中图分类号
F [经济];
学科分类号
02 ;
摘要
This study reviews the literature on e-service quality (e-SQ), with an emphasis on the methodological issues involved in developing measurement scales and issues related to the dimensionality of the e-SQ construct. We selected numerous studies on e-SQ from well-known databases and subjected them to a thorough content analysis. The review shows that dimensions of e-service quality tend to be contingent on the service industry. Despite the common dimensions often used in evaluating e-SQ regardless of the type of service on the internet ('reliability/fulfilment', 'responsiveness', 'web design', 'ease of use/usability', 'privacy/security', and 'information quality/benefit'), other dimensions are specific to e-service contexts. The study also identifies several conceptual and methodological limitations associated with developing e-SQ measurement such as the lack of a rigorous validation process, the problematic sample size and composition, the focus on functional aspects, and the use of a data-driven approach. This is the first study to undertake an extensive literature review of research on the development of e-SQ scales. The findings should be valuable to academics and practitioners alike. (C) 2010 Elsevier Ltd. All rights reserved.
引用
收藏
页码:464 / 477
页数:14
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