E-service Quality: Development and Validation of the Scale

2020 ◽  
pp. 097215092092045 ◽  
Author(s):  
Baljit Kaur ◽  
Jasveen Kaur ◽  
Shivendra Kumar Pandey ◽  
S. Joshi
Keyword(s):  
Service Quality ◽  
Information Quality ◽  
Relevant Literature ◽  
Perceived Quality ◽  
Security And Privacy ◽  
Quality Development ◽  
System Availability ◽  
Customer Expectations ◽  
Quality Scale ◽  
Development And Validation

The present study develops, refines and validates a scale to measure e-service quality. A total of 545 respondents were approached and employed EFA and CFA. Potential items were drawn from relevant literature. The developed e-service quality scale has six dimensions, namely: information quality and usability, reliability, security and privacy, efficiency, system availability and assurance. The findings reveal that information quality and usability was the most significant factor, followed by reliability in contributing to e-service quality. Practitioners may utilize the scale to measure e-service quality and take steps to bridge the gap between customer expectations and perceived quality.

An Event Quality Scale for Participatory Running Events

2020 ◽  
Vol 24 (1) ◽  
pp. 139-152 ◽  
Author(s):  
John Armbrecht
Keyword(s):  
Scale Development ◽  
Service Quality ◽  
Development Process ◽  
Factor Model ◽  
Perceived Quality ◽  
Social Aspects ◽  
Factor Solution ◽  
Quality Scale ◽  
Cognitive Dimensions

This study focuses on the perceived quality of participatory event experiences by addressing the following question: What are the important aspects of the event experience? The aim of this research is to develop and refine a scale to measure the quality of the event experience for runners at a participatory event. The objective is to combine, apply, test, and refine the existing scales to increase our understanding of the perceived quality of events among amateur running athletes. Both affective and cognitive dimensions are included in the scale. Based on seven dimensions and 36 items, a formal scale development process is adopted. The data consist of 1,923 observations collected during a participatory event with approximately 60,000 registered participants. The seven-factor model, including immersion, surprise, participation, fun, social aspects, hedonic aspects, and service quality, was gradually revised in favor of a four-factor solution: service quality, hedonic aspects, fun, and immersion. As a result, 73.1% of the variance is extracted. This study contributes to a refined scale measuring the perceived event quality of participatory events. Service quality accounts for more than half of the variance extracted. Researchers should continue to develop research on the critical experiential dimensions in an event context. Furthermore, the links between the constructs need attention. The results suggest that event organizers should evaluate their events and event portfolios based on the scale and take actions to increase the perceived quality of these events.

Development and Validation of an Instrument to Measure Student Perceived E-Learning Service Quality

2019 ◽  
Vol 15 (2) ◽  
pp. 15-42 ◽  
Author(s):  
Long Pham ◽  
Kioh Kim ◽  
Bruce Walker ◽  
Thomas DeNardin ◽  
Hanh Le
Keyword(s):  
Service Quality ◽  
Relevant Literature ◽  
Support Service ◽  
Learning System ◽  
System Quality ◽  
University Administrators ◽  
Course Materials ◽  
E Learning ◽  
Development And Validation ◽  
Quality Instrument

While universities have been trying to focus their resources and attention on improving e-learning, many universities seem to be lagging behind students' increasing demands and expectations. In order to sustainably grow in an increasingly competitive e-learning environment, it is clear that universities must provide e-learning students with high quality services. To do this, universities are required to understand the attributes that e-learning students use to evaluate service quality. Unfortunately, little research on e-learning service quality has been conducted. This study developed and validated an instrument to measure student perceived e-learning service quality. Based on the relevant literature review and using responses from 1,232 e-learning students, the authors validated a three-factor e-learning service quality instrument involving e-learning system quality, e-learning instructor and course materials quality, and e-learning administrative and support service quality. Among these three factors, e-learning system quality makes the highest contribution to overall e-learning service quality, followed by e-learning instructor and course materials quality, and e-learning administrative and support service quality. This scale provides a useful measurement for researchers who wish to measure e-learning service quality and for university administrators and managers who want to enhance universities' e-learning servie quality.

scholarly journals Service quality role on customer’s loyalty of Indonesia internet service provider during Covid-19

2020 ◽  
Vol 13 (2) ◽  
pp. 167
Author(s):  
Indira Rachmawati
Keyword(s):  
Service Quality ◽  
Customer Service ◽  
Service Provider ◽  
Information Quality ◽  
Internet Service Provider ◽  
Security And Privacy ◽  
Internet Service ◽  
Behavioral Loyalty ◽  
Attitudinal Loyalty ◽  
Network Quality

<p>The present study developed a conceptual research framework for potential predictors of loyalty to intention and loyalty to the action ofinternet service providers. This study examined whether customer loyalty of Indonesia service provider was related to service quality dimensions (namely network quality, customer service, information quality, security, and privacy) by providing empirical evidence of the relationship among there variables. Customer loyaltywas reflected by the indicators of loyalty to intention, loyalty to action, and willingness to recommend to others. This is to fill the research gap generated by the fact that many previous studies have only studied up to the intention phase and/or have jumped to the action phase without looking at the intention phase.  A quantitative approach through a questionnaire survey was conducted in primary data collection.Out of 400 internet service provider customers surveyed in this study that collected through internet online survey. The findings and results show: Firstly, network quality directly influences attitudinal loyalty. Secondly, customer service directly influences attitudinal loyalty. Thirdly, information quality directly influences attitudinal loyalty. Fourthly, securityand privacynot only directly influence attitudinal loyalty but also influence behavioral loyalty. Finally, attitudinal loyalty directly influences behavioral loyalty. The contribution to academicians interested in the same research topic was the conceptual model. It contributed to the understanding of the cognition-to action loyalty phase framework, also known as the four-stage loyalty phase framework.</p>

Students’ perceptual quality standards for judging knowledge quality: Development and validation of a perceived e-learning knowledge quality scale

2017 ◽  
Vol 35 (2) ◽  
pp. 319-332 ◽  
Author(s):  
Mehwish Waheed ◽  
Kiran Kaur
Keyword(s):  
Information Quality ◽  
Perceptual Quality ◽  
Validation Data ◽  
Learning Content ◽  
Knowledge Quality ◽  
Quality Scale ◽  
Measurement Tools ◽  
E Learning ◽  
Key Dimensions ◽  
Development And Validation

This study examines the factors contributing towards eLearning knowledge quality based on students’ perspective and presents a 5-dimensional scale to evaluate knowledge quality (KQ). It is an extension of our previously published research which had proposed a novel conceptual KQ model. In this paper, we attempt to quantify knowledge quality (KQ), as opposed to adapting data quality (DQ) and information quality (IQ) measurement tools. A qualitative-quantitative sequential mixed-method design was used for the instrument validation. Data was collected at two levels, undergraduate and postgraduate respectively. Exploratory and confirmatory factor analysis confirmed the 5 dimensional second-order perceived eLearning KQ model – comprising of 33 sub-dimensions. The scale is inclusive of five key dimensions (Intrinsic KQ, Contextual KQ, Representational KQ, Accessible KQ, and Actionable KQ) as measures of quality of knowledge gained from eLearning content. The proposed dimensions are the benchmarks that provide insight to educators and administrators in developing and enhancing e-learning content.

scholarly journals THE DETERMINANT OF WEBSITE QUALITY AND E- SERVICE QUALITY AT SME IN INDONESIA

2020 ◽  
Vol 22 (2) ◽  
pp. 131-141
Author(s):  
Tatik Suryani ◽  
Abu Amar Fauzi ◽  
Moch Nurhadi
Keyword(s):  
Service Quality ◽  
Information Quality ◽  
Small And Medium Enterprises ◽  
Survey Method ◽  
System Quality ◽  
System Availability ◽  
Website Quality ◽  
Four Dimensions ◽  
Quality Dimensions ◽  
Medium Enterprises

This study aims to examine the dimensions which determine the Website Quality and E-Service Quality in Small and Medium Enterprises (SMEs) in Indonesia. As one of the important determinant dimensions for website quality, E-Service Quality is specifically observed to find out the specific factors that determine E-Service quality which in some previous studies has not been widely studied. The study was conducted by using survey method with questionnaire involving 379 SME customer respondents. Website quality dimensions are measured using a Likert Scale with 5 alternative answers. The results of the analysis conducted with Smart PLS, shows that there are four dimensions of website quality determinants, of which the most influential are: E-Service Quality, Information Quality, System Quality and Image Quality; furthermore for E-Service Quality dimensions, there are three identified important dimensions that determine are: Fulfillment,  Responsiveness, and System Availability

Electronic service quality (e-SQ) measurement: a cross-functional review

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Sunil Nandankar ◽  
Amit Sachan ◽  
Arindam Mukherjee ◽  
Arnab Adhikari
Keyword(s):  
Service Quality ◽  
Customer Service ◽  
Information Quality ◽  
Ease Of Use ◽  
Security And Privacy ◽  
Future Research ◽  
Functional Domains ◽  
Validity And Reliability ◽  
Content Type ◽  
Electronic Service

PurposeAlthough comprehensive work has been conducted in several scholarly journals in electronic service quality (e-SQ) measurement, there has been no cross-functional review of these studies. The majority of the review studies focus on e-SQ assessment in the field of electronic retail. This paper explores and synthesizes e-SQ evaluation work across the various functional domains in the last two decades and maps critical methodological challenges. It further classifies the dimensions used by researchers in six broad categories for better comprehension.Design/methodology/approachTo analyze and appreciate past e-SQ measurement research, a content assessment of the 50 most relevant research papers from various functional domains drawn from prestigious repositories was undertaken.FindingsThe results indicate shortcomings noticed in methodological issues in the e-SQ measurement research like research approaches, data analysis procedures, sampling methods, generation and purification of items, validity and reliability assessment, and dimensionality analysis. It further reveals that though e-SQ is multi-dimensional and context-specific, dimensions like content/information quality, website design, ease of use/usability, efficiency, security/and privacy, responsiveness, reliability, customer service, trust and fulfillment have been consistently cited in the reviewed studies across the various functional domains.Originality/valueAn assessment of 50 publications over the past 2 decades identifies key areas of concern in the existing research on e-SQ measurement in various functional domains for scholars and professionals. This study also provides a unique categorization of e-SQ dimensions used in various functional domains and has the potential to guide future research.

scholarly journals Consumer perceptions of supermarket service quality: Scale development and validation

2014 ◽  
Vol 8 (4) ◽  
pp. 424-436 ◽  
Author(s):  
PF Venter ◽  
M Dhurup
Keyword(s):  
Service Quality ◽  
South African ◽  
Global Economy ◽  
Reliability And Validity ◽  
Business Environment ◽  
Foreign Companies ◽  
Quality Scale ◽  
Retail Business ◽  
High Internal Consistency ◽  
Development And Validation

The retail industry remains one of the largest sectors in the global economy. In South Africa, retailing is one of the toughest and most competitive industries. The South African retail business environment is becoming increasingly hostile and unforgiving, with intense competition from both domestic and foreign companies (Terblanche, 1998: 1). The findings of this preliminary study do provide basic support for a three-factor structure for supermarket service quality in terms of reliability and validity. The reliability analysis, which followed the factor analysis, reflected coefficient α values ranging from 0.85 to 0.90, indicating high internal consistency among variables within each dimension. In today's saturated retail markets, retailersface increasing hurdles to attract and maintain customers.

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