The literature provides a considerable amount of approaches assessing electronic service quality. Nevertheless, the developed e-service quality scales provide only fragmented insights. For integrating the various approaches, we apply the common transaction process model to electronic service transactions. Based on this general framework encompassing all phases of the virtual service delivery process from information search to after sales support, we generate a set of service quality items. After conducting exploratory and confirmatory factor analysis, five discriminant quality dimensions emerge: functionality, reliability, responsiveness, process and web site aes-thetics. All dimensions indicate a strong predictive power referred to the overall quality judgement.
Dieser Eintrag ist Teil der Universitätsbibliographie.
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