Title: Validation of customers' perceived e-service quality determinants: a confirmatory factor analysis approach

Authors: Narender Singh Bhati

Addresses: Department of Business Administration, Manipal University Jaipur, Rajasthan, India

Abstract: The purpose of this study is to refine and examine the reliability and validity of e-service quality scales developed by Zeithaml et al. (2000), consisting of 11 dimensions in online purchase environment. The study assessed the perception of 479 online buyers from Rajasthan. The respondents were required to respond on a five-point Likert-scale from strongly disagree to strongly agree. The data was analysed using SPSS 21.0 and AMOS 21.0 software package. Confirmatory factors analysis (CFA) was used to test the reliability and validity of the measurement model. The findings revealed the good and acceptable internal consistency among the constructs of the study. The measurement model fit was found to be good using different model fit indices like CMIN, DF, GFI, NFI, CHI, IFI, TLI, and RMSEA. The findings revealed that all the fit indices criterion was accomplished, which resulted into accepting the reliability and validity of the measurement model.

Keywords: e-service quality; online purchase; e-SQ dimensions; structural equation modelling; SEM; confirmatory factor analysis; CFA.

DOI: 10.1504/IJSEM.2020.108978

International Journal of Services, Economics and Management, 2020 Vol.11 No.2, pp.97 - 118

Received: 14 Mar 2019
Accepted: 14 Jan 2020

Published online: 11 Aug 2020 *

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