کد مقاله | کد نشریه | سال انتشار | مقاله انگلیسی | نسخه تمام متن |
---|---|---|---|---|
1017889 | 940320 | 2011 | 8 صفحه PDF | دانلود رایگان |
![عکس صفحه اول مقاله: e-SELFQUAL: A scale for measuring online self-service quality e-SELFQUAL: A scale for measuring online self-service quality](/preview/png/1017889.png)
The measurement of online self-service quality has become increasingly crucial as firms deliver an expanding array of services through their Web sites. Substantial research examines online services using salient scales primarily developed for personnel-orchestrated, face-to-face services; several recently developed scales that target online services focus on important information and/or system characteristics but do not consider e-retailers' fundamental roles holistically. The reported research synthesizes relevant previous research and proposes a conceptual framework to examine the quality of online self-services in e-retailing. The proposed framework then guides a scale development effort that includes a series of pilot and validation studies. The resulting scale, e-SELFQUAL, provides a means for examining the relationships between online service quality and customer satisfaction, as well as loyalty in e-retailing. This study has several important implications for research and business practice.
Journal: Journal of Business Research - Volume 64, Issue 5, May 2011, Pages 508–515