The role of E-quality within the consumer decision making process

International Journal of Operations and Production Management

Volumn 34, Issue 12, 2014, Pages 1506-1536

  Wen, Chao ^a   Fang, Jiaming ^c  

^a EASTERN ILLINOIS UNIVERSITY   (United States)

^b UNIVERSITY OF NORTH TEXAS   (United States)

^c UNIVERSITY OF ELECTRONIC SCIENCE AND TECHNOLOGY OF CHINA   (China)

Author keywords

Bricks and clicks; E commerce; E service operations; Loyalty; Service quality; Structural equation modeling

Indexed keywords

EID: 84913604053     PISSN: 01443577     EISSN: 17586593     Source Type: Journal    
DOI: 10.1108/IJOPM-07-2013-0352     Document Type: Article

References (60)

1. Ajzen, I. and Fishbein, M. (1980), Understanding Attitudes and Predicting Social Behavior, Prentice Hall, Inc., Englewood Cliffs, NJ.
2. Anderson, E.W. and Sullivan, M.W. (1993), “The antecedents and consequences of customer satisfaction for firms”, Marketing Science, Vol. 12 No. 2, pp. 125-143.
3. Bagozzi, R.P. (1992), “The self-regulation of attitudes, intentions, and behavior”, Social Psychology Quarterly, Vol. 55 No. 2, pp. 178-204.
4. Bagozzi, R.P. and Yi, Y. (1988), “On the evaluation of structural equation models”, Journal of the Academy of Marketing Science, Vol. 16 No. 1, pp. 74-94.
5. Bauer, H.H., Falk, T. and Hammerschmidt, M. (2006), “eTransQual: a transaction process-based approach for capturing service quality in online shopping”, Journal of Business Research, Vol. 59 No. 7, pp. 866-875.
6. Bentler, P.M. (1995), EQS Structural Equations Program Manual, Multivariate Software Encino, Los Angeles, CA.
7. Bernstein, F., Song, J. and Zheng, X. (2008). “‘Bricks-and mortar’ vs ‘clicks-and mortar’: an equilibrium analysis”, European Journal of Operational Research, Vol. 187 No. 3, pp. 671-690.
8. Brady, M.K. and Robertson, C.J. (2001), “Searching for a consensus on the antecedent role of service quality and satisfaction: an exploratory cross-national study”, Journal of Business Research, Vol. 51 No. 1, pp. 53-60.
9. Carlson, J. and O’Cass, A. (2011), “Exploring the relationships between e-service quality, satisfaction, attitudes and behaviors in content-driven e-service web sites”, Journal of Services Marketing, Vol. 24 No. 2, pp. 112-127.
10. Chen, Z. and Dubinsky, A.J. (2003), “A conceptual model of perceived customer value in e-commerce: a preliminary investigation”, Psychology and Marketing, Vol. 20 No. 4, pp. 323-347.
11. Christodoulides, G. and Michaelidou, N. (2011), “Shopping motives as antecedents of e-satisfaction and e-loyalty”, Journal of Marketing Management, Vol. 27 Nos 1/2, pp. 181-197. Churchill, G.A. (1979), “A paradigm for developing better measures of marketing constructs”, Journal of Marketing Research, Vol. 16 No. 1, pp. 64-73.
12. Collier, J.E. and Bienstock, C.C. (2006), “Measuring service quality in e-retailing”, Journal of Service Research, Vol. 8 No. 3, pp. 260-275.
13. Cronin, J.J. Jr and Taylor, S.A. (1992), “Measuring service quality: a reexamination and extension”, Journal of Marketing, Vol. 56 No. 3, pp. 55-68.
14. Cyr, D., Head, M. and Ivanov, A. (2006), “Design aesthetics leading to m-loyalty in mobile commerce”, Information & Management, Vol. 43 No. 8, pp. 950-963.
15. Darley, W.K., Blankson, C. and Luethge, D.J. (2010), “Toward an integrated framework for online consumer behavior and decision making process: a review”, Psychology and Marketing, Vol. 27 No. 2, pp. 94-116.
16. Davis, F.D. (1989), “Perceived usefulness, perceived ease of use, and user acceptance of information technology”, MIS Quarterly, Vol. 13 No. 3, pp. 319-340.
17. DeLone, W.H. and McLean, E.R. (2003), “The DeLone and McLean model of information systems success: a ten-year update”, Journal of Management Information Systems, Vol. 19 No. 4, pp. 9-30.
18. Devaraj, S., Fan, M. and Kohli, R. (2002), “Antecedents of B2C channel satisfaction and preference: validating e-commerce metrics”, Information Systems Research, Vol. 13 No. 3, pp. 316-333.
19. Ding, D.X., Hu, P.J., Verma, R. and Wardell, D.G. (2010), “The impact of service system design and flow experience on customer satisfaction in online financial services”, Journal of Service Research, Vol. 13 No. 1, pp. 96-110.
20. Engel, J.F., Blackwell, R.D. and Miniard, P.W. (1995), Consumer Behavior, 8th ed., Harcourt Education, Fort Worth, TX.
21. Gefen, D. (2002), “Customer loyalty in e-commerce”, Journal of the Association for Information Systems, Vol. 3 No. 1, pp. 27-51.
22. Gunasekaran, A., Marri, H.B., McGaughey, R.E. and Nebhwani, M.D. (2002), “E-commerce and its impact on operations management”, International Journal of Production Economics, Vol. 75 Nos 1/2, pp. 185-197.
23. Hair, J.F., Anderson, R.E., Tatham, R.L., William, C. and Black, W. (1998), Multivariate Data Analysis, 6th ed., Prentice Hall, Upper Saddle River, NJ.
24. Heskett, J.L., Jones, T.O., Loveman, G.W., Sasser, W.E.J. and Schlesinger, L. (1994), “Putting the service-profit chain to work”, Harvard Business Review, Vol. 72 No. 2, pp. 105-111.
25. Ho, C. and Lee, Y. (2007), “The development of an e-travel service quality scale”, Tourism Management, Vol. 28 No. 6, pp. 1434-1449.
26. Internet Retailer (2011), Growth in number of U.S. consumer shopping online from 2009 to 2015, available at: www.internetretailer.com/trends/consumers/ (accessed January 14, 2012).
27. Jih, W. (2007), “Effects of consumer-perceived convenience on shopping intention in mobile commerce: an empirical study”, International Journal of E-Business Research, Vol. 3 No. 4, pp. 33-48.
28. Kassim, N. and Abdullah, N.A. (2010), “The effect of perceived service quality dimensions on customer satisfaction, trust, and loyalty in e-commerce settings”, Asia Pacific Journal of Marketing and Logistics, Vol. 22 No. 3, pp. 351-371.
29. Keaveney, S.M. and Parthasarathy, M. (2001), “Customer switching behavior in online services: an exploratory study of the role of selected attitudinal, behavioral, and demographic factors”, Journal of the Academy of Marketing Science, Vol. 29 No. 4, pp. 374-390. Kim, C., Zhao, W. and Yang, K.H. (2008), “An empirical study on the integrated framework of e-CRM in online shopping: evaluating the relationships among perceived value, satisfaction, and trust based on customers’ perspectives”, Journal of Electronic Commerce in Organizations, Vol. 6 No. 3, pp. 1-19.
30. Lee, G. and Lin, H. (2005), “Customer perceptions of e-service quality in online shopping”, International Journal of Retail & Distribution Management, Vol. 33 Nos 2/3, pp. 161-176.
31. Liang, T. and Lai, H. (2002), “Effect of store design on consumer purchases: an empirical study of on-line bookstores”, Information & Management, Vol. 39 No. 6, pp. 431-444.
32. Loiacono, E.T., Watson, R.T. and Goodhue, D.L. (2007), “WebQual: an instrument for consumer evaluation of web sites”, International Journal of Electronic Commerce, Vol. 11 No. 3, pp. 51-87.
33. Madlberger, M. (2006), “Exogenous and endogenous antecedents of online shopping in a multichannel environment: evidence from a catalog retailer in the German-speaking world”, Journal of Electronic Commerce in Organizations, Vol. 4 No. 4, pp. 29-51.
34. Miles, P., Miles, G. and Cannon, A. (2012), “Linking servicescape to customer satisfaction: exploring the role of competitive strategy”, International Journal of Operations & Production Management, Vol. 32 No. 7, pp. 772-795.
35. Min, S. and Wolfinbarger, M. (2005), “Market share, profit margin, and marketing efficiency of early movers, bricks and clicks, and specialists in e-commerce”, Journal of Business Research, Vol. 58 No. 8, pp. 1030-1039.
36. Mohanty, R., Seth, D. and Mukadam, S. (2007), “Quality dimensions of e-commerce and their implications”, Total Quality Management & Business Excellence, Vol. 18 No. 3, pp. 219-247.
37. Mulaik, S.A. and Millsap, R.E. (2000), “Doing the four-step right”, Structural Equation Modeling, Vol. 7 No. 1, pp. 36-73.
38. Olson, J.R. and Boyer, K.K. (2005), “Internet ticketing in a not-for-profit, service organization: building customer loyalty”, International Journal of Operations & Production Management, Vol. 25 No. 1, pp. 74-92.
39. Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1988), “SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality”, Journal of Retailing, Vol. 64 No. 1, pp. 12-40.
40. Parasuraman, A., Zeithaml, V.A. and Malhotra, A. (2005), “E-S-QUAL: a multiple-item scale for assessing electronic service quality”, Journal of Service Research, Vol. 7 No. 3, pp. 213-233.
41. Paterson, R.A., Balasubramanian, S. and Bronnenberg, B.J. (1997), “Exploring the implications of the internet for consumer marketing”, Journal of the Academy of Marketing Science, Vol. 25 No. 4, pp. 329-346.
42. Petre, M., Minocha, S. and Roberts, D. (2006), “Usability beyond the website: an empiricallygrounded e-commerce evaluation instrument for the total customer experience”, Behaviour & Information Technology, Vol. 25 No. 2, pp. 189-203.
43. Reibstein, D.J. (2002), “What attracts customers to online stores, and what keeps them coming back?”, Journal of the Academy of Marketing Science, Vol. 30 No. 4, pp. 465-473.
44. Santos, J. (2003), “E-service quality: a model of virtual service quality dimensions”, Managing Service Quality, Vol. 13 No. 3, pp. 233-246.
45. Sirohi, N., McLaughlin, E.W. and Wittink, D.R. (1998), “A model of consumer perceptions and store loyalty intentions for a supermarket retailer”, Journal of Retailing, Vol. 74 No. 2, pp. 223-245.
46. Snoj, B., Korda, A.P. and Mumel, D. (2004), “The relationships among perceived quality, perceived risk and perceived product value”, Journal of Product and Brand Management, Vol. 13 Nos 2/3, pp. 156-167. Sousa, R. and Voss, C.A. (2006), “Service quality in multichannel services employing virtual channels”, Journal of Service Research, Vol. 8 No. 4, pp. 356-371.
47. Sousa, R., Yeung, A.C.L. and Cheng, T.C.E. (2008), “Customer heterogeneity in operational e-service design attributes: an empirical investigation of service quality”, International Journal of Operations & Production Management, Vol. 28 No. 7, pp. 592-614.
48. Srinivasan, S.S., Anderson, R. and Ponnavolu, K. (2002), “Customer loyalty in e-commerce: an exploration of its antecedents and consequences”, Journal of Retailing, Vol. 78 No. 1, pp. 41-50.
49. Walczuch, R. and Lundgren, H. (2004), “Psychological antecedents of institution-based consumer trust in e-retailing”, Information & Management, Vol. 42 No. 1, pp. 159-177.
50. Wang, Y. (2008), “Assessing e-commerce systems success: a respecification and validation of the DeLone and McLean model of IS success”, Information Systems Journal, Vol. 18 No. 5, pp. 529-557.
51. Wang, Y. and Tang, T. (2003), “Assessing customer perceptions of website service quality in digital marketing environments”, Journal of End User Computing, Vol. 15 No. 3, pp. 14-31.
52. Wen, C., Prybutok, V. and Xu, C. (2011), “An integrated model for customer online repurchase intention”, The Journal of Computer Information Systems, Vol. 52 No. 1, pp. 14-23.
53. Wixom, B.H. and Todd, P.A. (2005), “A theoretical integration of user satisfaction and technology acceptance”, Information Systems Research, Vol. 16 No. 1, pp. 85-102.
54. Wolfinbarger, M. and Gilly, M.C. (2003), “eTailQ: dimensionalizing, measuring and predicting etail quality”, Journal of Retailing, Vol. 79 No. 3, pp. 183-198.
55. Yang, B. and Lester, D. (2004), “Attitudes toward buying online”, CyberPsychology & Behavior, Vol. 7 No. 1, pp. 85-91.
56. Yoo, B. and Donthu, N. (2001), “Developing a scale to measure the perceived quality of an internet shopping site (SITEQUAL)”, Quarterly Journal of Electronic Commerce, Vol. 2 No. 1, pp. 31-46.
57. Zeithaml, V.A. (1988), “Consumer perceptions of price, quality, and value: a means-end model and synthesis of evidence”, Journal of Marketing, Vol. 52 No. 3, pp. 2-22.
58. Zeithaml, V.A., Parasuraman, A. and Malhotra, A. (2002), “Service quality delivery through web sites: a critical review of extant knowledge”, Journal of the Academy of Marketing Science, Vol. 30 No. 4, pp. 362-375.
59. Zhang, X. and Prybutok, V.R. (2005), “A consumer perspective of e-service quality”, IEEE Transactions on Engineering Management, Vol. 52 No. 4, pp. 461-477.
60. Zhou, T., Lu, Y. and Wang, B. (2011), “A comparative analysis of Chinese consumers’ increased vs decreased online purchases”, Journal of Electronic Commerce in Organizations, Vol. 9 No. 1, pp. 38-55.