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E-Service Quality: A Meta-Analytic Review

Journal of retailing, 2015-12, Vol.91 (4), p.679-700 [Peer Reviewed Journal]

2015 New York University ;ISSN: 0022-4359 ;EISSN: 1873-3271 ;DOI: 10.1016/j.jretai.2015.05.004 ;CODEN: JLREA3

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  • Title:
    E-Service Quality: A Meta-Analytic Review
  • Author: Blut, Markus ; Chowdhry, Nivriti ; Mittal, Vikas ; Brock, Christian
  • Subjects: Boundary conditions ; Consumers ; Consumption ; Contingency factors ; Customer satisfaction ; Customer services ; E-service quality ; Electronic commerce ; Marketing channels ; Measurement ; Meta-analysis ; Operations research ; Privacy ; Quality of service ; Research design ; Retail stores ; Retailing industry ; Shopping ; Studies ; Web site design
  • Is Part Of: Journal of retailing, 2015-12, Vol.91 (4), p.679-700
  • Description: •E-service quality should be measured with an instrument including sixteen attributes.•Testing two rival models shows that a four-dimension model outperforms a six-dimension model.•E-service quality is moderated by country culture, regulatory environment, and industry context factors.•Using experiments, cross-sectional data, or panel data is acceptable.•We clarify measurement issues, sampling issues, and issues regarding potential co-variates. The dominance of the internet as a shopping and distribution channel also necessitates an understanding of e-service quality. Using means-ends-chain theory, we develop a conceptual framework to understand the different models and the associated multiple measures that have been developed to examine this construct. We test the measures empirically using meta-analytic techniques. We also summarize the impact of e-service quality on key outcomes—customer satisfaction, repurchase intentions, and word-of-mouth, as well as the moderating impact of three contextual factors: country culture, regulatory environment, and industry context. Results indicate that e-service quality has four underlying dimensions (website design, fulfilment, customer service, and security/privacy) though their relevance for overall e-service quality is moderated by country-specific (uncertainty avoidance, masculinity, power distance, individualism), regulatory environment-specific (financial secrecy, rule of law), and industry-specific (services/goods, retailing/banking) factors as well as research-design factors.
  • Publisher: Greenwich: Elsevier Inc
  • Language: English
  • Identifier: ISSN: 0022-4359
    EISSN: 1873-3271
    DOI: 10.1016/j.jretai.2015.05.004
    CODEN: JLREA3
  • Source: ProQuest One Psychology
    ProQuest Central
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