E-Tail-SERVQUAL: Conceptualization and its validity

Author

Zhao, Weihong ; Xiong, Xiaoming

Author_Institution

Sch. of Bus., Jiangxi Normal Univ., Nanchang, China

fYear

2011

fDate

27-29 June 2011

Firstpage

393

Lastpage

396

Abstract

This study proposes an E-Tail-SERVQUAL model to identify service quality dimensions and its sub-factors in the context of e-tailing. The model classifies service quality based on e-tailing into four dimensions: environment quality, interaction quality, outcome quality, and recovery quality. Environment quality results from interface access, interface aesthetics, system effective and information available. Interactive quality results from website reaction, professional service and transaction security. Outcome quality results from e-store fulfillment and quality assurance. Recovery quality results from e-store responsiveness and e-store compensation. The empirical results confirm the validity of E-Tail-SERVQUAL model. They highlight further understanding of service quality structure and efficiently implementing strategies for service quality creation in the context of e-tailing.

Keywords

Web sites; customer services; electronic commerce; knowledge representation; quality assurance; retail data processing; service industries; transaction processing; Web site reaction; e-store compensation; e-store fulfillment; e-tail SERVQUAL; environment quality; interaction quality; interface access; interface aesthetics; professional service; quality assurance; recovery quality; service quality structure; transaction security; Business; Context; Context modeling; Reliability engineering; Security; Web sites; E-Tail-SERVQUAL; e-tailing; environment quality; interaction quality; outcome quality; recovery quality; service quality;

fLanguage

English

Publisher

ieee

Conference_Titel

Computer Science and Service System (CSSS), 2011 International Conference on

Conference_Location

Nanjing

Print_ISBN

978-1-4244-9762-1

Type

conf

DOI

10.1109/CSSS.2011.5975013

Filename

5975013