Assessing Service Quality in Online-Retailing : A Transaction Process-Based Approach

Falk, Tomas ; Hammerschmidt, Maik

Document Type: Conference or workshop publication
Year of publication: 2005
The title of a journal, publication series: Proceedings ... EMAC Conference
Volume: 34
Page range: 1-7
Location of the conference venue: Milano, Italy
Date of the conference: May 24-27, 2005
Place of publication: Stockholm [u.a.]
Publishing house: European Institute for Advanced Studies in Management
Publication language: English
Institution: Business School > ABWL u. Marketing II (Bauer Em)
Subject: 330 Economics
Abstract: 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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