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

Authors: Hamed Taherdoost

Addresses: Research Club, Hamta Group, Kuala Lumpur, Malaysia; Hamta Academy, Hamta Group, Hamta Business Solution Sdn Bhd, Malaysia; Tablokar Co, Switchgear Manufacturer, Tehran, Iran

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.

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

DOI: 10.1504/IJIEI.2019.104559

International Journal of Intelligent Engineering Informatics, 2019 Vol.7 No.6, pp.491 - 528

Accepted: 21 May 2019
Published online: 20 Jan 2020 *

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