The customer perspective of e-service quality: An empirical study

Electronic Markets: Benefits, Costs and Risks

Volumn , Issue , 2009, Pages 36-61

  Swaid, Samar I ^a   Wigand, Rolf T ^b  

^a PHILANDER SMITH COLLEGE   (United States)

^b UNIVERSITY OF ARKANSAS AT LITTLE ROCK   (United States)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 84994204424     PISSN: None     EISSN: None     Source Type: Book    
DOI: 10.1057/9780230274235     Document Type: Chapter

References (74)

1. Aladwani, A. & Palvia, P. (2002). Developing and validating an instrument for measuring user-perceived web quality. Information and Management, 39(6), 467-476.
2. Anderson, J. & Gerbing, D. (1988). Structural equation modeling in practice: a review and recommended two-step approach. Psychological Bulletin, 103(3), 411-423.
3. Bagozzi, R. & Yi, Y. (1988). On the evaluation of structural equation models. Journal of Academy f Marketing Science, 16(1), 74-94.
4. Balabanis, G., Reynolds, N. & Simintiras, A. (2006). Bases of e-store loyalty: perceived switching barriers and satisfaction. Journal of Business Research, 59(2), 214-224.
5. Barnes, S. & Vidgen, R. (2002). An integrative approach to the assessment of e-commerce quality. Journal of Electronic Commerce Research, 3(2), 114-127.
6. Bateson, J. (1979). Why we need service marketing, in Ferrell, O.C., Brown, S.W., Lamb, C.W. Jr. (Eds.), Conceptual and Theoretical Developments in Marketing, Chicago: American Marketing Association, 131-146.
7. Bentler, P. M. & Bonett, D. G. (1980). Significant tests and goodness of fit in the analysis of covariance structures. Psychological Bulletin, 88(3), 588-606.
8. Berry, L. & Parasuraman, A. (1991). Marketing Services: Competing Through Quality, New York: The Free Press.
9. Bloemer, J., de Ruyter, K. & Wetzels, M. (1998). Linking perceived service quality and service loyalty: a multi-dimensional perspective. European Journal of Marketing, 33(11/12), 1082-1105.
10. Bollen, K. (1989). Structural Equations with Latent Variables. New York: Wiley.
11. Boyer, K., Hallwell, R. & Roth, A. (2002). E-service: operating strategy-a case study and a method for analyzing operational benefits. Journal of Operations Management, 20(2), 175-188.
12. Brysland, A. & Curry, A. (2001). Service improvements in public services using SERVQUAL. Business Research, 48(3), 233-246.
13. Chin, W. (1998). Issues and opinion on structural equation modeling. MIS Quarterly, 22(1), vii-xvi.
14. Churchill, G. (1979). A paradigm for developing better measures of marketing constructs. Journal of Marketing Research, 16(1), 64-73.
15. Cronin, J. & Taylor, S. (1992). Measuring service quality: a reexamination and extension. Journal of Marketing, 56, 55-68.
16. De Ruyter, K., Wetzels, M. & Kleijnen, M. (2001). Customer adoption of e-service: an experimental study. International Journal of Service Industry Management, 12(2), 184-207.
17. Devillis, R. (2003). Scale Development (2nd ed.). Thousand Oaks, CA: Sage Publications.
18. Dholakia, R., & Uusitalo, O. (2002). Switching to electronic stores: consumer characteristics and the perception of shopping benefits. International Journal of Retail & Distribution Management, 30(10), 459-469.
19. Doll, W. & Torkzadeh, G. (1988). The measurement of end-user computing satisfaction. MIS Quarterly, 12(June), 259-274.
20. EMarketer. (2009). College Students Online: Driving Change in Internet and Mobile Usage. Retrieved from: http://www.emarketer.com/Report.aspx?code=emarketer_2000524, accessed on 15 March 2009.
21. Feigenbaum AV. (1983). Total quality control: 3rd edition. McGraw Hill: NY, USA.
22. Fick, G. & Ritchie J. (1991). Measuring service quality in the travel and tourism industry. Journal of Travel Research, 30(2), 2-9.
23. Gefen, D. (2002). Customer loyalty in e-commerce. Journal of the Association for Information Systems, 3(1), 27-51.
24. Gefen, D. Straub, D. & Boudreau, M. (2002). Structural equation modeling and regression: Guidelines for research practice. Communications of the AIS, 4, 1-77.
25. Greenberg, J. (1987). The college sophomore as guinea pig: setting the record straight. Academy of Management Review, 12(1), 157-159.
26. Grönroos C. (2007). Service Management and Marketing: Customer Management in Service Competition (3rd ed.), Chichester: Wiley.
27. Hair, J., Anderson, R., Tatham, R. & Black, W. (1998). Multivariate Data Analysis (5th ed.), Englewood Cliffs, NJ: Prentice-Hall.
28. Hatcher, L. (1994). A Step-by-Step Approach to Using the SAS System for Factor and Structural Equation Modeling, Cary, NC: The SAS Institute.
29. Hofacker, C., Goldsmith, R., Swilley, E. & Bridges, E. (2007). E-services: a synthesis and research agenda. Journal of Value Chain Management, 1(1/2), 13-44.
30. Hoffman, D. & Novak, T. (1996). Marketing in hypermedia computer-mediated environments: conceptual foundations. Journal of Marketing, 80(4), 50-68.
31. Hoyer, R. & Hoyer, B. (2001). What is quality. Quality Progress, 34(7), 53-62.
32. Hoyle, R. & Panter, A. (1995). Writing about structural equation models. In Hoyle, R. (ed.), Structural Equation Modeling: Concepts, Issues, and Applications, Thousand Oaks, CA: Sage Publications, 158-176.
33. InternetRetailer. (2008). Consumers like live chat feature but want more from it, study says. Retrieved from: http://www.internetretailer.com/dailyNews.asp?id=25764, accessed on 15 March 2009.
34. Iwaarden, J., Wiele, T., Ball, L. & Millen, R. (2004). Perceptions about the quality of web sites: A survey among students at Northeastern and Eastern University. Information and Management, 41, 947-959.
35. Jarvis, L. & Mayo, E. (1986). Winning the market-share game. Cronell Hotel Restaurant Administration Quarterly, 27(3), 72-71.
36. Johns, M. (1999). What is this thing called service? European Journal of Marketing, 33, (9/10), 958-973.
37. Juwaheer, T. (2004). Exploring international tourists’ perceptions of hotel operations by using a modified SERVQUAL approach-a case study of Mauritius. Managing Service Quality, 14(5), 350-364.
38. Kotler, P. & Singh, R. (1981). Marketing warfare in the 1980‘s. Journal of Business Strategy, 1(3), 30-41.
39. Lee, H., Delene, L. & Bunda, M. (2000). Methods of measuring health-care service quality. Journal of Business Research, 48(3), 233-246.
40. Li, Y., Tan, K. & Xie, M. (2002). Measuring web-based service quality. Total Quality Management, 13(5), 685-700.
41. Lim, P. & Tang, N. (2000). A study of patients’ expectations and satisfaction in Singapore hospitals. International Journal of Health Care Quality Assurance, 13(7), 290-299.
42. Liu, C. & Arnett K. (2000). Exploring the factors associated with web site success in the context of electronic commerce. Information and Management, 38(1), 23-33.
43. Loiacono, E., Watson, R. & Goodhue, D. (2007). WebQual: an instrument for consumer evaluation of web sites. International Journal of Electronic Commerce, 11(3), 51-87.
44. Lovelock, C. & Gummesson, E. (2004). Whither services marketing? In search of a new paradigm and fresh perspectives. Journal of Service Research, 7(1), 20-41.
45. MacCallum, R. & Browne, M. (1993). The use of causal indicators in covariance structure models: some practical issues. Psychological Bulletin, 114, 533-541.
46. McKnight, D., Choudhury, V. & Kacmar, C. (2002). Developing and validating trust measures for e-commerce: an integrative typology. Information Systems Research, 13(3), 334-359.
47. MediaAudit. (2008). Online Shopping By Minorities Increase. Retrieved from: http://e-commerce news.internetretailer.com/search?p=Q&ts=custom2&isort=date&mainresult=mt_inrg_f&w=customer+service&x=10&y=10, accessed on 15 March 2009.
48. Nunnally, C. & Bernstein, I. (1994). Psychometric Theory, (3rd ed.). New York: McGraw-Hill.
49. Oliver, R. (1980). A cognitive model of the antecedents and consequence of satisfaction decision. Journal of Marketing Research, 17, 460-469.
50. Oliver, R. (1999). Whence consumer loyalty? Journal of Marketing, 63, 33-44.
51. Parasuraman, A., Zeithaml, V. & Berry, L. (1988). SERVQUAL: a multi-item scale for measuring consumer perception of service quality. Journal of Retailing, 64, 2-40.
52. Parasuraman, A., Zeithaml, V. & Malhotra, A. (2005). E-S-Qual: a multiple-item scale for assessing electronic service quality. Journal of Service Research, 7(3), 213-233.
53. Reichheld, F. & Schefter., P. (2000). E-loyalty: your secret weapon on the web. Harvard Business Review, 78(4), 105-113.
54. Roses, L., Hoppen, N. & Henrique, J. (2008). Management of perceptions of information technology service quality. Journal of Business Research, article in press.
55. Rust, R. & Kannan, P. (2003). E-service: a new paradigm for business in the electronic environment. Communications of the ACM, 46(6), 37-42.
56. Rust, R. & Miu, C. (2006). What academic research tell us about services? Communications of the ACM, 49(6), 49-54.
57. Sousa, R. & Voss, C. (2006). Service quality in multichannel services employing virtual channels. Journal of Service Research, 8(4), 356-371.
58. Srinivasan, S., Anderson, R. & Ponnavolu, K. (2002). Customer loyalty in e-commerce: an exploration of its antecedents and consequences, Journal of Retailing, 78(1), 41-50.
59. Stodnick, M. & Rogers, P. (2008). Using the SERVQUAL to measure the quality of the classroom experience. Journal of Innovative Education, 6(1), 115-133.
60. Swaid, S. & Wigand R. (2009). Measuring the quality of e-service: scale development and initial validation. Journal of Electronic Commerce Research, 10(1), 13-28.
61. Swaid, S. & Wigand, R. (2007). Key dimensions of e-commerce service quality and its relationships to satisfaction and loyalty. Proceedings of the 20th Bled Electronic Commerce Conference, 1-15.
62. Teas, R. (1993). Expectations, performance evaluation and consumers’ perception of quality, in Olorunniwo, F., Pennington, J. & Hsu, M. (2002), Developing a service quality construct: a pedagogical approach. Proceedings of the Association of Marketing Educators, First Annual Conference of Federation of Business Disciplines, 179-190.
63. Umpathy, K. & Purao, S. (2004). Services-oriented computing: an opportunity for the language-action perspective. Proceedings of the 9th International Working Conference on the Language-Action Perspective on Communication Modeling, 41-58.
64. Van Riel, A., Semeijn, J. & Pauwels, P. (2004). Online travel service quality: the role of pre-transaction services. Total Quality Management, 15(4), 475-493.
65. Voss, C. (2003). Rethinking paradigms of service: service in a virtual environment. International Journal of Operations & Production Management, 23(1), 88-104.
66. Wisniewski, M. (2001). Using SERVQUAL to assess customer satisfaction with public sector services. Managing Service Quality, 11(6), 380-388.
67. Wolfinbarger, M. & Gilly, M. (2003). e-TailQ: dimensionalizing, measuring and predicting etail quality. Journal of Retailing, 27, 183-198.
68. Zeithaml, V. (1981). How consumer evaluation processes differ between goods and services, in Donnelly, J.H., George, W.K. (Eds.), Marketing of Services, Chicago: American Marketing Association, 186-190.
69. Zeithaml, V. & Bitner, M. (2003). Service Marketing: Integrating Customer Focus Across the Firm. New York: McGraw-Hill.
70. Zeithaml, V., Parasuraman, A. & Berry, L. (1985). Problems and strategies in services marketing. Journal of Marketing, 49, 33-46.
71. Zeithaml, V., Parasuraman, A. & Berry., L. (1996). The behavioral consequences of service quality. Journal of Marketing, 60, 31-64.
72. Zeithaml, V., Parasuraman A. & Malhorta A. (2000). A conceptual framework for understanding e-service quality: implications for research and managerial practice. Marketing Science Institute (MSI), Report # 00-115.
73. Zeithaml, V., Parasuraman, A. & Malhotra, A. (2002). Service quality delivery through the web sites: a critical review of extant knowledge. Journal of the Academy of Marketing Science, 30(4), 362-375.
74. Zhang, X. & Prybutok, V. (2004). An empirical study of online shopping: a service perspective. International Journal of Services Technology and Management, 5(1), 1-13.