E‐service quality: a model of virtual service quality dimensions

E‐service quality: a model of virtual service quality dimensions Service quality is increasingly recognised as an important aspect of electronic commerce (e‐commerce). Because the online comparison of the technical features of products is essentially costless, feasible, and easier than comparisons of products through traditional channels, service quality is the key determinant for successful e‐commerce. A conceptual model of the determinants of e‐service quality is proposed and discussed. Given the exploratory nature of this research, focus groups are used to investigate e‐service quality dimensions. It is proposed that e‐service quality has incubative and active dimensions for increasing hit rates, stickiness, and customer retention. The incubative dimension consists of: ease of use, appearance, linkage, structure and layout, and content. The active dimension consists of reliability, efficiency, support, communication, security, and incentives. The importance and implications of each determinant are presented. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Managing Service Quality Emerald Publishing

E‐service quality: a model of virtual service quality dimensions

Managing Service Quality, Volume 13 (3): 14 – Jun 1, 2003

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Publisher
Emerald Publishing
Copyright
Copyright © 2003 MCB UP Ltd. All rights reserved.
ISSN
0960-4529
DOI
10.1108/09604520310476490
Publisher site
See Article on Publisher Site

Abstract

Service quality is increasingly recognised as an important aspect of electronic commerce (e‐commerce). Because the online comparison of the technical features of products is essentially costless, feasible, and easier than comparisons of products through traditional channels, service quality is the key determinant for successful e‐commerce. A conceptual model of the determinants of e‐service quality is proposed and discussed. Given the exploratory nature of this research, focus groups are used to investigate e‐service quality dimensions. It is proposed that e‐service quality has incubative and active dimensions for increasing hit rates, stickiness, and customer retention. The incubative dimension consists of: ease of use, appearance, linkage, structure and layout, and content. The active dimension consists of reliability, efficiency, support, communication, security, and incentives. The importance and implications of each determinant are presented.

Journal

Managing Service QualityEmerald Publishing

Published: Jun 1, 2003

Keywords: Service quality; Electronic commerce; Internet; Model

References

  • Technology infusion in service encounters
    Bitner, M.J.; Brown, S.W.; Meuter, M.L.
  • Improving the measurement of service quality
    Brown, T.; Churchill, G.; Peter, J.P.
  • Service quality and e‐commerce: an exploratory analysis
    Cox, J.; Dale, B.G.
  • What makes commercial Web pages popular? – An empirical investigation of Web page effectiveness
    Dholakia, U.M.; Rego, L.L.
  • Importance‐performance analysis and the measurement of service quality
    Ennew, C.T.; Reed, G.V.; Binks, M.R.
  • The NetOffer model: a case example from the virtual marketspace
    Grönroos, C.; Helnomen, F.; Isoniemi, K.; Lindholm, M.
  • The impact of technology on the quality‐value‐loyalty chain: a research agenda
    Parasuraman A.; Grewal D.
  • Exploring consumer evaluations of e‐services: a portal site
    van Riel, A.C.R.; Liljander, V.; Jurriens, P.

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