Title: Measuring e-service quality: a review of literature

Authors: Amit Shankar; Biplab Datta

Addresses: Indian Institute of Management, Visakhapatnam Andhra Pradesh, 530003, India ' Vinod Gupta School of Management, Indian Institute of Technology, Kharagpur, A-426, BRH, IIT Kharagpur 721302, India

Abstract: In the competitive electronic service (e-service) context, favourable consumer perception about performance is the key to success and marketers are keen to explore consumers' perceived service quality. Therefore, several scales have been developed to evaluate electronic service quality (e-SQ) in different contexts. This study explores methodological issues relating to the scale development process while undertaking content analysis of e-SQ literature. The study also focuses on the identification of crucial dimensions of e-SQ measurement scale in different e-service contexts. The review indicates that privacy and security, website design, responsiveness, efficiency, reliability, ease of use and system availability are prominent measures of e-SQ regardless of the context. This study also provides a comprehensive framework including antecedents and outcomes of e-SQ to help managers and researchers in evaluating e-SQ.

Keywords: E-S-QUAL; e-retailing; scale development; e-banking; e-services; website quality.

DOI: 10.1504/IJSTM.2020.105398

International Journal of Services Technology and Management, 2020 Vol.26 No.1, pp.77 - 100

Accepted: 19 Aug 2017
Published online: 20 Feb 2020 *

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