E-Service Quality: A Meta-Analytic Review |
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| Affiliation: | 1. Newcastle University Business School, 5 Barrack Road, Newcastle upon Tyne NE1 4SE, UK;2. Jones Graduate School of Business, Rice University, McNair Hall, Room 402, United States;3. Jones Graduate School of Business, Rice University, McNair Hall, Room 250, United States;4. University of Rostock, Ulmenstr. 69, 18057 Rostock, Germany;1. Nottingham University Business School, The University of Nottingham Malaysia Campus, Jalan Broga, 43500 Semenyih, Selangor, Malaysia;2. Department of Marketing and Information Systems, Faculty of Business and Accountancy, University of Malaya, 50603 Kuala Lumpur, Malaysia;3. East China University of Science and Technology, 130 Meilong Road, Xuhui, 200237 Shanghai, China;4. Warwick Business School, The University of Warwick, CV4 7AL Coventry, UK;1. School of Business and Economics, Maastricht University, Tongersestraat 53, 6211 LM, Maastricht, Netherlands;2. Marketing Division, Babson College, 213 Malloy Hall, Babson College, Babson Park, MA 02457, United States;3. Motivforce Marketing & Incentives, 16 Hanover Square, Mayfair, London W1S 1HT, United Kingdom;4. Statistics Netherlands/Centraal Bureau Voor de Statistiek, CBS-weg 11, 6412 EX Heerlen, Netherlands;1. Dept. of Management Information Systems, College of Commerce, National Chengchi University, 64, Sec. 2, ZhiNan Rd., Taipei 116, Taiwan, ROC;2. Dept. of Computer Science and Information Management, School of Business, Soochow University, No. 56 Kueiyang Street, Section 1, Taipei 100, Taiwan, ROC;3. Dept. of Information Technology, Advanced Semiconductor Engineering, Inc. ChungLi Branch, 550, Chung-Hwa Road, Section 1, Chung-Li 320, Taiwan, ROC;1. Marmara University, İstanbul, 34722, Turkey;2. Bahçeşehir University, Istanbul, 34722, Turkey;1. Akdeniz University, The School of Applied Science, Antalya, 07192,Turkiye;2. Nevsehir University, The Faculty of Economic and Administrative Sciences, Nevsehir, Turkiye |
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| Abstract: | 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. |
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| Keywords: | E-service quality Marketing channels Meta-analysis Measurement Research design Contingency factors |
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