eTransQual: A transaction process-based approach for capturing service quality in online shopping

eTransQual: A transaction process-based approach for capturing service quality in online shopping Existing e-service quality scales mainly focus on goal-oriented e-shopping behavior excluding hedonic quality aspects. As a consequence, these scales do not fully cover all aspects of consumer's quality evaluation. In order to integrate both utilitarian and hedonic e-service quality elements, we apply a transaction process model to electronic service encounters. Based on this general framework capturing all stages of the electronic service delivery process, we develop a transaction process-based scale for measuring service quality (eTransQual). After conducting exploratory and confirmatory factor analysis, we identify five discriminant quality dimensions: functionality/design, enjoyment, process, reliability and responsiveness. All extracted dimensions of eTransQual show a significant positive impact on important outcome variables like perceived value and customer satisfaction. Moreover, enjoyment is a dominant factor in influencing both relationship duration and repurchase intention as major drivers of customer lifetime value. As a result, we present conceptual and empirical evidence for the need to integrate both utilitarian and hedonic e-service quality elements into one measurement scale. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Journal of Business Research Elsevier

eTransQual: A transaction process-based approach for capturing service quality in online shopping

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Publisher
Elsevier
Copyright
Copyright © 2006 Elsevier Inc.
ISSN
0148-2963
eISSN
1873-7978
DOI
10.1016/j.jbusres.2006.01.021
Publisher site
See Article on Publisher Site

Abstract

Existing e-service quality scales mainly focus on goal-oriented e-shopping behavior excluding hedonic quality aspects. As a consequence, these scales do not fully cover all aspects of consumer's quality evaluation. In order to integrate both utilitarian and hedonic e-service quality elements, we apply a transaction process model to electronic service encounters. Based on this general framework capturing all stages of the electronic service delivery process, we develop a transaction process-based scale for measuring service quality (eTransQual). After conducting exploratory and confirmatory factor analysis, we identify five discriminant quality dimensions: functionality/design, enjoyment, process, reliability and responsiveness. All extracted dimensions of eTransQual show a significant positive impact on important outcome variables like perceived value and customer satisfaction. Moreover, enjoyment is a dominant factor in influencing both relationship duration and repurchase intention as major drivers of customer lifetime value. As a result, we present conceptual and empirical evidence for the need to integrate both utilitarian and hedonic e-service quality elements into one measurement scale.

Journal

Journal of Business ResearchElsevier

Published: Jul 1, 2006

References

  • Modeling consumer satisfaction and word-of-mouth: restaurant patronage in Korea
    Babin, B.J.; Lee, Y.K.; Kim, E.J.; Griffin, M.
  • The NetOffer model: a case example from the virtual marketspace
    Grönroos, C.; Heinonen, F.; Isoniemi, K.; Lindholm, M.
  • The RELQUAL scale: a measure of relationship quality in export market ventures
    Lages, C.; Lages, C.R.; Lages, L.F.
  • Exploring consumer evaluations of e-services: a portal site
    Van Riel, A.C.R.; Liljander, V.; Jurriens, P.
  • Customer response to intangible and tangible service factors
    Wakefield, K.L.; Blodgett, J.G.
  • Service quality delivery through web sites: a critical review of extant knowledge
    Zeithaml, V.A.; Parasuraman, A.; Malhotra, A.

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