Journal ArticleDOI
Online service attributes available on apparel retail web sites: an E‐S‐QUAL approach
TLDR
In this paper, a content analysis of 111 women's apparel retail web sites was conducted to assess online retailers' performance in providing online service attributes, and the overall extent to which current online retailers provide online services attributes appears to be low.Abstract:
Purpose – This paper aims first, to identify online service attributes that facilitate efficient and effective shopping, purchasing, and delivery based on the modified E‐S‐QUAL scale and, second, to evaluate the extent to which current online retailers provide such service attributes as an objective measure of service performance. Design/methodology/approach – A content analysis of 111 women's apparel retail web sites was conducted to assess online retailers' performance in providing online service attributes. Findings – The overall extent to which current online retailers provide online service attributes appears to be low. Managerial implications are provided to help online retailers improve their service performance. Originality/value – This study provides an objective way to evaluate online retailers' service performance and thus complement existing online service quality research based on consumer perceptions and evaluation of online service quality. In addition, the coding guide developed in this study provides an easy and practical tool that can be used by online retailers for the self‐assessment of online service performance.read more
Citations
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Journal ArticleDOI
Perceived e‐service quality (PeSQ)
TL;DR: In this article, the authors developed a multiple-item scale for measuring e-service quality and studied the influence of perceived quality on consumer satisfaction levels and the level of web site loyalty.
Journal ArticleDOI
e-Government Adoption Model (GAM): Differing service maturity levels
TL;DR: The findings indicate the critical factors that enable citizens to adopt e-Gov at different stages of service maturity, and public administrators and policy-makers have potential implications from the findings of the adoption behavior of e- Gov at different maturity levels.
Journal ArticleDOI
An analysis of the e‐service literature: towards a research agenda
TL;DR: The purpose of this paper is to gather conceptual perspectives on the role and nature of e‐ service, and the e‐service experience, and to explore two differentiators to the service experience.
Journal ArticleDOI
An assessment of customers' e-service quality perception, satisfaction and intention
TL;DR: One of the major findings of this study is that although less perceived risk may lead to a favorable perception of web service quality, it does not necessarily translate to customer satisfaction, or positive behavioral intentions.
Journal ArticleDOI
Success Factors for Destination Marketing Web Sites: A Qualitative Meta-Analysis
Young A. Park,Ulrike Gretzel +1 more
TL;DR: In this paper, a unified framework of commonly used Web site success factors emerged from the analysis and included a total of nine factors: (1) information quality; (2) ease of use; (3) responsiveness; (4) security/privacy; (5) visual appearance; (6) trust; (7) interactivity; (8) personalization; and (9) fulfillment.
References
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Journal Article
SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality.
TL;DR: In this paper, the authors describe the development of a 22-item instrument (called SERVQUAL) for assessing customer perceptions of service quality in service and retailing organizations, and the procedures used in constructing and refining a multiple-item scale to measure the construct are described.
Journal ArticleDOI
An Examination of the Nature of Trust in Buyer–Seller Relationships:
TL;DR: In this paper, the authors integrate theory developed in several disciplines to determine five cognitive processes through which industrial buyers can develop trust of a supplier firm and its salesperson and their salesperson.
Journal ArticleDOI
Initial Trust Formation in New Organizational Relationships
TL;DR: In this article, a model of specific relationships among several trust-related constructs and two cognitive processes is proposed to explain the paradoxical finding of high initial trust levels in new organizational relationships.
Journal ArticleDOI
E-S-QUAL: A Multiple-Item Scale for Assessing Electronic Service Quality
TL;DR: In this article, a multiple-item scale (E-S-QUAL) is proposed for measuring the service quality delivered by a service provider. But, the scale is based on the means-end framework.
Journal ArticleDOI
Service Quality Delivery Through Web Sites: A Critical Review of Extant Knowledge
TL;DR: In this paper, the authors review and synthesize the literature about service quality delivery through Web sites, describe what is known about the topic, and develop an agenda for needed research.
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