Using E‐S‐QUAL to measure internet service quality of e‐commerce web sites in Greece

A comparison between E-TailQ and ES-Qual for measuring e-service quality in the retail industry: an emerging economy case

Purpose

There is a growing trend in online shopping in developing and underdeveloped economies. Measuring web retail service quality is vital to enhance and retain online customers for higher profits. As a result, it is essential to understand e-service quality and its relationship with other e-commerce-related variables identified as customer satisfaction, word-of-mouth (WOM), loyalty and repurchase intention. The main objective of this research is to validate the psychometric properties of E-TailQ and ES-Qual scales to measure e-service quality in the context of an emerging economy.

Design/methodology/approach

The study was administered by surveying online customers through a convenience sampling approach. The sample data consisted of 329 valid responses. The data were analyzed using confirmatory factor analysis (CFA) and structural equation modeling (SEM).

Findings

The results suggest that both the scales are valid, reliable and adequate and confirm the psychometric properties of E-TailQ and ES-Qual scales in an emerging economy context. There is a positive and significant relationship between latent variables (E-TailQ and ES-Qual) and customer outcome variables like satisfaction, loyalty, WOM and repurchase intention. Additionally, the coefficients of the E-TailQ scale have higher values than ES-Qual scales in all dimensions. The perceived quality proved to be a precedent of satisfaction to a lesser extent than other scales' constructs, and it proved to be a superior predictor of WOM for the E-TailQ scale and loyalty for the ES-Qual scale. Overall, when measured by the ES-Qual scale, perceived quality could explain much of the sample's satisfaction, loyalty and repurchase intention compared to E-TailQ.

Research limitations/implications

One of the significant limitations of this study is related to the data collection, as individual responses were collected at one particular point in time. Thus, it is impossible to verify the development of perceived service quality outcomes over a specific time. Another possible limitation is the selection of only two widely used scales, although other options are available in the literature. Finally, developing a new scale to address future challenges might be another alternative.

Practical implications

The results obtained in the study will help managers assess customer satisfaction, the reputation of the business through WOM, and customer intentions for the repurchase that will lead to loyalty by emphasizing e-service quality. It will enable them to design strategies for improving business performance. The developed instrument will assist in identifying the gaps and describing how service quality can achieve higher levels of customer satisfaction.

Originality/value

Several studies in the literature have used E-TailQ and ES-Qual scales to measure e-service quality in developed countries. Only a few studies addressed the validity of these widely used competing scales in an emerging economy like Pakistan. This study addresses the literature gap by addressing the reliability and validity of these scales and assesses the impact of e-commerce-related variables. Besides, the study reveals insights into the literature by addressing multiple dimensions of e-service quality and summarizes a deep understanding of each scale item that affects the perceived quality in a developing economy like Pakistan.

An intention to use mobile applications for medical supplies and equipment ordering in clinics

This research developed a mobile medical supplies and equipment ordering app (MMSEOA) model and attempted to validate it empirically. When customers (clinic doctors) make purchases on the app, two types of reasons can be identified: "reasons for" include enduring involvement (emotions), product description, and awareness (familiarity) while the "reasons against", were demonstrated as perceived risk and resistance to change (fear). This study aimed to strengthen and illuminate the most significant dimensions that enhance a doctor's understanding of MMSEOA and the intention to use it. Furthermore, this research investigated the model's applicability among clinic doctors in Jordan. The model was empirically examined using a sample of 342 Jordanian clinic doctors and their secretaries who use mobile services in general. The survey method, a quantitative approach, was utilized; the partial least squares structural equation modeling system was used to investigate the proposed framework. The results demonstrate that these "reasons for" positively influenced the intention to use the MMSEOA except product description. Similarly, reasons against negatively influence the customers' intention to use the MMSEOA app, while perceived risk had no effect on the intention to use. These findings suggested that researchers should focus more on the services, products, and the main function of the MMSEOA to determine their influences on customers' intention to use. This will improve the buying habits related to purchasing medical supplies using MMSEOA and other online platforms, specifically in Jordan and the Middle East at large.

Customer reciprocity in greening: the role of service quality

Purpose

Firms are increasingly making customers key stakeholders in their greening processes, requiring them to voluntarily use their resources to benefit the firm. In this context, this paper develops a new construct – tangible customer citizenship behaviour (CCB), i.e. voluntary participation of customer in operational processes of the company beyond normal requirements of exchange. This requires more involvement than the already documented intangible CCB. The purpose of the paper is to then explore whether service quality (SQ) (online and offline) influences such voluntary customer reciprocity in greening.

Design/methodology/approach

This study used a virtual survey among 400 customers of e-commerce firms that have adopted greening practices requiring customer engagement and regressions were used to test the hypotheses.

Findings

The authors find that both online and offline SQ positively impact intangible CCB but have no impact on customer greening reciprocity (tangible CCB). Additionally, the authors find that offline SQ positively impacts customer greening awareness. However, in spite of the presence of greening awareness and display of intangible CCB, SQ does not have any impact on greening reciprocity.

Originality/value

This study introduces to literature a more tangible form of voluntary behaviour on the part of the customer, i.e. tangible CCB or reciprocity. To the best of the authors’ knowledge, it is also one of the first to study the customer as an important stakeholder and participant in a business-to-consumer firm’s operating processes, particularly in greening which has no direct impact on the firm’s core offering. The focus on greening in the Indian context is also novel given the greening costs and requirements and the price competition are very different in emerging market contexts where e-commerce firms are experiencing the maximum growth.

The role of switching cost in the e-service recovery framework among banking customers

Purpose

The emergence of tech-driven initiatives in retail banking has created a vast spectrum of system-related service failures; hence, e-service recovery quality is of prime importance to banks to ensure e-service recovery satisfaction. However, e-service satisfaction is dependent on the ease of moving from one service provider to the other; thus, switching costs assume great significance. This study aims to probe the moderating role of switching cost on e-service recovery satisfaction by exploring e-service recovery quality antecedents.

Design/methodology/approach

A measurement model is suggested in the contextual settings of the Indian banking scenario and is estimated using structural equation modeling. Responses from 399 e-banking customers, who had experienced a service failure, were sought using a five-point Likert scale.

Findings

The result affirms that “recovery expectation” is the most significant predictor of e-service recovery satisfaction, and that switching cost moderates the relation between e-service recovery quality and e-service recovery satisfaction.

Practical implications

The study highlights the high relevance of switching costs in the e-banking context and emphasizes investment in marketing strategies and campaigns to do away with switching intentions. It also highlights the relevance of recovery expectations as an antecedent of e-service recovery quality and thus stresses the need to satisfactorily address the same in the e-service recovery process.

Originality/value

This study contributes to the e-service recovery satisfaction literature in the banking context by empirically validating the moderating role of switching cost. It also identifies the critical antecedents of banking e-service recovery quality.

E-commerce websites, consumer order fulfillment and after-sales service satisfaction: the customer is always right, even after the shopping cart check-out

Purpose

This research identifies the critical factors of online service delivery of electronic commerce (e-commerce) websites, including website attractiveness, website functionality, website security and consumer fulfillment during an unprecedented Coronavirus (COVID-19) pandemic.

Design/methodology/approach

A structured questionnaire was used to gather data from 430 online respondents who were members of popular social media groups. The survey instrument relied on valid and reliable measures relating to electronic service quality (e-SERVQUAL) to better understand the participants’ satisfaction with shopping websites, as well as their loyal behaviors and word-of-mouth activities.

Findings

The findings reported that consumers valued the e-commerce websites’ features and their consumer order fulfillment capabilities. These factors increase the consumers’ satisfaction with online shopping experiences, generate repeat business, as well as positive reviews on social media.

Research limitations/implications

This study addresses a knowledge gap in academia. To date, little research has focused on the consumer order fulfillment aspect of e-commerce transactions and on after-sales of online businesses.

Originality/value

This contribution posits that e-commerce websites ought to be appealing, functional and offer secure transactions. More importantly, it suggests that merchants should consistently deliver personalized service in all stages of an online purchase, including after the delivery of the ordered products.

Impact of technology management on corporate sustainability performance

Purpose

Corporate sustainability is an evolutionary strategic management concept that has now attained much attention both in literature and practice. In the present globalization and digital age, the competitive strengths of technology management (TM) and TQM practices are widely accepted but to what extent these strategies can interact and impact the sustainability performance is unknown. The purpose of this paper is to portray the significant role of TM and TQM in pursuing corporate sustainability performance (CSP) and to investigate their integrated relationship as a common framework.

Design/methodology/approach

This is a survey-based empirical research that has been carried out by means of development of a survey questionnaire and its distribution to multifaceted business organizations in a developing country. Random sampling technique was used for the data collection from companies registered with the Securities and Exchange Commission of Pakistan (SECP). Response from 209 companies was found useful for analysis in the study. After confirming the questionnaire items for reliability and validity (content, criterion-related and construct validity) correlation, regression, factor analysis, path analysis and mediation analysis were performed through SPSS and AMOS to assess the composition and causal association of factors.

Findings

Statistical results show that TQM does not only significantly impact CSP but also has an impact on each CSP dimension (economical, social and environmental sustainability performance), whereas TM has an insignificant direct effect on CSP and impacts economical sustainability dimension only. From nine hypotheses, two hypotheses are rejected suggesting that TM does not directly impact social and environmental sustainability. However, when mediation analysis was run by taking TQM as a mediator, the total effect of TM on CSP found significant suggesting that TQM significantly impacts the relationship.

Research limitations/implications

Paucity of response data can be a limitation for such empirical research. Due to practical limitations and risks in the data presentation of mixed cultural dimensions, the data was collected only from in country organizations. Moreover, respondents in the local country do not keenly participate in such surveys because of a gap between the industry and academia.

Practical implications

The study attempts to examine the practice and performance levels of CSP, TQM and TM among multi industries, thereby, extending a better understanding of the prevailing situation with regards to these concepts in a developing country. Though the results of the study confine local inferences but the findings can be generalized to other part of the world if further research is carried out with more data.

Social implications

The study outcomes draw the attention of the country’s executive leadership and the industrial boards toward the implementation of the most top-ranked agenda of sustainability performance in connection to quality and TM practices. One of the major findings reveals that local organizations are primarily more focused toward economical sustainability dimension, however, benefits of economical stability can be improvised to attain environmental and social sustainability performances with desired concentration on technology advancement and TQM culture and practice.

Originality/value

The study is unique in the prescribed scope which has been carried out in a developing country with focus on strategic concepts, and their interacted relationship, of CSP, TQM and TM in form of proposed research framework. This framework can be used or further investigated for validation, by practitioners and managers working to lead sustainability management in respective areas.

An Empirical Study of Service Quality, Value and Customer Satisfaction for On-Demand Home Services

This study investigates the factors influencing customer satisfaction with references to on-demand home services, an emerging phenomenon in India. The hypothesized conceptual framework is grounded in the E-SQ and SERVQUAL model. To test the research hypotheses, 382 sample respondents were surveyed using a pre-tested questionnaire. The empirical validation of the proposed framework was performed with the help of PLS-SEM. The results suggest that e-service quality (E-SQ) and service quality (SERVQUAL) contribute to the overall service quality (OSQ) which has a positive influence on customer satisfaction (CS). It is further noted that, with reference to on-demand home services, overall service quality (OSQ) and customer satisfaction (CS) is moderated by value (VL). Further research could investigate the influence of OSQ on other relational constructs such as trust and customer loyalty. This study offers interesting insights to the managers and marketers in the service industry while crafting marketing strategies.

Understanding service quality: insights from the literature

Purpose

The purpose of this paper is to review the service quality (SQ) literature in order to understand issues involved in its conceptualization and operationalization.

Design/methodology/approach

The paper uses systematic literature review method. The unit of analysis is peer-reviewed journal articles published during 1984 to 2017.

Findings

Findings suggest manufacturing, banking, information technology, higher education, healthcare are the top sectors contributing to the SQ literature. More than 60 models of the SQ have been identified. Service-driven capabilities may be structured along adaptation with strategic drivers and imperatives, learning and alignment, and problem structuring. In doing so the SQ literature is evolving across overlapping phases of conceptualization, expansion, re-conceptualization and integration.

Research limitations/implications

The paper contributes to the body of knowledge by presenting a unified synthesis of more than 814 articles published in the last three decades.

Practical implications

Insights from the paper will help practitioners in understanding customers’ expectations and accordingly configuring effective service delivery systems, setting standards and communicating value to end-customers. This in turn helps them in developing service-based competencies and achievement of competitive advantage.

Social implications

Insights from the paper may help in conceptualizing and delivering SQ-driven public services.

Originality/value

The paper synthesizes and presents various facets of the SQ as a unified body of knowledge.

Impact of service quality on satisfaction and loyalty at manufacturer-distributor dyad

Purpose

The purpose of this paper is to investigate the role played by service quality (SQ) in manufacturer–distributor working partnerships in the context of Indian small and medium enterprises (SMEs), and present two models which propose and validate that contributions toward SQ, made by both the manufacturing unit and distribution firm lead to satisfaction which consequently results in business-to-business (B2B) loyalty.

Design/methodology/approach

The research design for this study includes a combination of literature review, exploratory interviews with a focus group and a questionnaire survey conducted through interview schedule from 101 information rich and willing respondents working in SMEs of northern India.

Findings

The paper brings out scales foe measuring organizational (internal) and distributor (external) SQ. Further, two models using structural equation modeling are developed. Model-I examines the effect of organizational SQ on distributor SQ. Model-II examines the impact of distributor SQ on satisfaction and loyalty and also tests a set of four propositions related to their working relationship. The models are empirically tested and are found to be fit.

Research limitations/implications

Future researchers may validate these scales, and empirically test the proposed models in alternate settings. Insights derived from this study may be transferred to other partnerships, which may exist in a manufacturing supply chain including suppliers, employees, retailers and end consumers.

Practical implications

This study would be of interest to SME practitioners interested in improving SQ with their distributors. The study also finds support for strengthening collaborative relationships with B2B partners to achieve a win-win situation.

Originality/value

There are very few empirical studies that measure SQ w.r.t. distribution function in SMEs and the concept is in nascent stage, especially in Indian setting.

Measuring electronic service quality in India using E-S-QUAL

Purpose

The purpose of this paper is to examine the applicability of electronic service quality instrument, E-S-QUAL, in e-commerce industry in India. Additionally, the efficacy of the instrument is also examined for two sub-groups of users based on frequency of usage.

Design/methodology/approach

Field research was conducted with a modified version of the instrument. The data collected were analyzed using multivariate techniques.

Findings

The study confirms the validity of the four dimensions (efficiency, fulfillment, system availability, and privacy) of E-S-QUAL instrument. All four dimensions were found to be significant predictors of perceived value. Efficiency and fulfillment were significant predictors of overall perceived quality. Perceived value had a positive and significant relationship with loyalty. The two relationships were further examined for two sub-groups of web users based on the frequency of usage. For heavy users of websites, all four dimensions were significant predictors of perceived value. For predicting perceived value in respect of light users of website, efficiency, fulfillment, and privacy were important determinants. The relationships among latent constructs were checked using structural equation modeling and the model was found to be acceptable. The result showed that electronic service quality affected perceived value, which, in turn, affected loyalty toward a website.

Originality/value

This paper makes an attempt to replicate the four dimensions structure of E-S-QUAL instrument on online shopping sites in India thus enhancing its external generalizability. Additionally, the paper investigates the association of the four aforesaid dimensions with perceived value and overall perceived quality for two sub-groups of users: frequent and non-frequent. The cornerstone of this particular study is to examine the frequency of usage as deterministic parameter for perceived value and overall perceived quality.

Service quality scales in online retail: methodological issues

Purpose

Measuring service quality in online retail is critical. The purpose of this paper is to put in foreground key methodological issues of prevailing research related to scale development for the measurement of service quality in the context of online retail.

Design/methodology/approach

Content analysis of 30 research papers sourced from prestigious databases has been done to detect defects within research and sampling methods, survey administration, item generation and purification, dimensionality analysis, reliability and validity assessment. Also observations regarding dimensionality of online service quality constructs have been highlighted.

Findings

Study revealed deficiencies in sample size and composition, quantitative orientation in research methods, leniency in item generation/purification and negligent assessment of reliability and validity. It was found that e-service quality is multidimensional in nature and there is no consensus on number and nature of dimensions, although security/privacy, website design, reliability, responsiveness and information emerged as most cited dimensions. Electronic and traditional service quality dimensions displayed analogy in direct or adapted form.

Originality/value

This paper is first to highlight key methodological issues of prevailing research on e-service quality scale development in context of online retail. Implications for researchers and managers are summarized at the end of the study.

Service quality and customer satisfaction in thermal tourism

Purpose

Satisfaction in the tourism sector is a highly sensitive subject, and customer satisfaction (CS) has a significant impact on the choice of destinations made by tourists and on the decision to recommend them to friends or acquaintances. The purpose of this paper is to give empirical evidence of the dimensions of service quality (technical, functional and company image (CI)) and their connections in the sector of thermal tourism. It also aims at investigating the CI, seeking to understand whether some of the technical and functional service quality variables play a role in determining it.

Design/methodology/approach

An empirical survey was conducted by administering a structured research questionnaire in order to collect all necessary data, which was then elaborated to test the hypotheses using factor and multiple regression analyses.

Findings

The results of the survey confirm the direct impact of service quality dimensions (technical, functional and CI) on CS also in the thermal sector when considered individually. Moreover, when the CI was analyzed further, relational quality was found to be dependent on thermal employees’ capabilities, abilities, trustworthiness, availability, etc. Finally, when considered together, functional service quality and CI have a stronger effect on CS than technical service quality.

Originality/value

The originality of the present research relies on the following: a further contribution to the so-called “European perspective” of service quality; the study of service quality dimensions (technical, functional and CI) in the thermal sector; and evidencing the link between thermal employee characteristics and the relational quality factor of the CI, demonstrating that many aspects of this construct need further empirical investigation, in the wellness sector.