Electronic service quality measurement: development of a survey instrument to measure the quality of e-service

Electronic service quality measurement: development of a survey instrument to measure the quality of e-service

Abstract

Service quality is increasingly recognised as an important aspect of online business activities and is considered as a key determinant for successful electronic service (e-service) as well. Even though, e-service quality has increasingly attracted the attention of researchers, the existing research in this area identified quality dimensions of e-service without deeper attention for development of a new measurement instrument. Therefore, there is a clear need to address the gaps by development of a theoretical survey tool which integrates all aspects of e-service quality to be deployed in information systems research. This paper responds to this need. Given the exploratory nature of this research, all characteristics of e-service quality have been extracted from the previous studies. Then, the exploratory factor analysis was used to cluster the factors effectively, thereby, further analysis including content, discriminate, and convergent validity of the proposed survey instrument were tested.

Authors:- Hamed Taherdoost

Keywords: e-service quality, service quality, survey instrument, questionnaire, exploratory factor analysis, e-service quality measurement, eSQM

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