Online Retail Service Quality: Scale Development and Validation

2021 ◽  
pp. 097226292110112
Author(s):  
Biranchi Narayan Swar ◽  
Rajesh Panda
Keyword(s):  
Service Quality ◽  
Technology Acceptance ◽  
Ease Of Use ◽  
Measurement Scale ◽  
Future Research ◽  
Market Place ◽  
Online Retail ◽  
Online Retailers ◽  
Retail Service ◽  
Retail Service Quality

The growth of online retailing has created an opportunity to create a scale specifically for online retail services. At the same time, the increasing rate of internet penetration in India coupled with electronic banking and wallets has formed new market place for many online retailers. In this context, to gain competitive advantage, the online retailers should provide better service quality. Thus, the present research tries to know the various constructs of retail service quality (RSQ) in online format and develop a measurement scale. The study has borrowed the constructs from ‘Retail Service Quality’ (RSQ) and ‘Technology Acceptance Model’ (TAM). For this purpose, we collected data from 600 respondents. The scale has been confirmed and validated by using CFA. The study confirmed that online RSQ (ORSQ) scale consists of four constructs: ‘Ease of Use’, ‘Problem Solving’, ‘Policy’ and ‘Reliability’ with 18 variables. The article has concluded and validated a scale for ORSQ which can help the online retailers to design their service offering. The implications of the ORSQ scale for practitioners, as well as for future research, are discussed in this article.

scholarly journals The Effect of Service Quality on Customer Loyalty of Generation Y – An Empirical Investigation on Superstores in Bangladesh

2020 ◽  
Author(s):  
Mirza Mohammad Didarul Alam
Keyword(s):  
Service Quality ◽  
Customer Loyalty ◽  
Generation Y ◽  
Structural Equation ◽  
Equation Modeling ◽  
Future Research ◽  
Physical Aspect ◽  
Gen Y ◽  
Retail Service ◽  
Retail Service Quality

Today, retailers have been struggling to retain their existing customers in the face of severe competition in their business operations. By expanding the service quality, retailers will be able to stand out among the other businesses and create the opportunity to strengthen customer loyalty, particularly within the younger generation. The aim of this study is to propose and empirically investigate the mechanism of increasing customer loyalty of Generation Y (Gen Y) toward superstores by means of enhancing service quality practices. Based on a structured questionnaire, data was collected from 252 Gen Y consumers who have visited four leading superstores in Bangladesh. The data was analyzed through SEMPLS3.0 to test the validity of the measures, and used to examine the hypothesized relationships by employing structural equation modeling. The findings show that the Retail Service Quality Scale (RSQS) is a reliable and valid instrument for assessing service quality in the retail sector of Bangladesh. The structural model indicates that the customer loyalty of Gen Y toward superstores is positively influenced by retail service quality dimensions such as policy, reliability, personal interaction, physical aspect, and problem solving, in the order of influencing strength. This paper provides the research implications and avenue for future research.    

Determinants of E-Payment Systems Success

2012 ◽  
Vol 4 (3) ◽  
pp. 15-38 ◽  
Author(s):  
Adeyinka Tella
Keyword(s):  
Service Quality ◽  
Technology Acceptance ◽  
Technology Acceptance Model ◽  
Payment System ◽  
Ease Of Use ◽  
Future Research ◽  
Perceived Benefits ◽  
Actual Use ◽  
System Success ◽  
Acceptance Model

The success of an information system (IS) depends on the users’ satisfaction with the system. In this study, the Technology Acceptance Model by Davies (1989) was extended. The paper synthesized the technology acceptance model (TAM) to explain and predict the success of e-payment system using users’ satisfaction as dependent variable. The hypothesized model was validated empirically using a sample data collected from of a modified e-payment questionnaire. A total of 74 teaching and non teaching academic staff selected from the Faculty of Communication and Information Sciences, University of Ilorin, Nigeria constituted the sample for the study. The results revealed correlation among perceived benefits, perceive enjoyment, speed; service quality, perceive ease of use and actual use and e-payment success. Moreover, all the seven e-payment predictive factors together made 69% of e-payment system success. Similarly perceived benefits, perceive enjoyment, speed; service quality, perceive ease of use and actual use are good predictors of e-payment system success. One of the implications pointed out by the study is that the measures for the construct of e-payment system success used are self-reported. In the light of this, future research should develop more objective and accurate measures for determining e-payment system success.

An examination of the online service-profit chain

2015 ◽  
Vol 43 (8) ◽  
pp. 727-751 ◽  
Author(s):  
Grégory Bressolles ◽  
Francois Durrieu ◽  
Kenneth R Deans
Keyword(s):  
Service Quality ◽  
Web Sites ◽  
Ease Of Use ◽  
Future Research ◽  
Content Type ◽  
Online Retailers ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Information Aesthetics ◽  
Service Profit Chain

Purpose – The purpose of this paper is to study the service-profit chain (SPC) on e-service quality dimensions, online customer value (CV) dimensions, e-satisfaction, and e-loyalty in an e-commerce context. Design/methodology/approach – A total of 2,813 internet customers filled in an online questionnaire after completing a specified task on one of 28 wine web sites from seven countries. Findings – The results highlight the impact of the dimensions of e-service quality (information, aesthetics, ease of use, security/privacy, and reliability) on the dimensions of online CV (functional, economic, and social value) as they affect e-satisfaction, which in turn influences e-loyalty. The results validate the SPC in an e-commerce context and also stress the partial mediating role of the dimensions of online CV between the dimensions of e-service quality and e-satisfaction. Research limitations/implications – The sample may not exactly match the customer profile of the web sites analyzed. In order to generalize the results, future research should replicate this study with a customer sample from each web site. Future research could also take into account other variables that may have an influence on the relationships identified. Additionally it would be interesting to replicate the study in other industries and undertake longitudinal studies in one or more industries. Practical implications – From a managerial point of view, online retailers, especially in the wine sector, can positively affect CV, satisfaction, and loyalty by focussing on information, aesthetics, ease of use, security/privacy, and reliability. Originality/value – This paper is the first to study the SPC by examining service quality dimensions, CV dimensions, satisfaction, and loyalty in an online context. It extends the knowledge of online retailing by validating the SPC on the dimensions of traditional service concepts, such as service quality and CV. The findings can assist online retailers to better understand the dynamics of online customer relationships and the implications for customer satisfaction and ultimately loyalty.

Consumer-to-Consumer Electronic Commerce

2009 ◽  
pp. 468-483
Author(s):  
Kiku Jones
Keyword(s):  
Service Quality ◽  
Technology Acceptance ◽  
Meta Analysis ◽  
Online Auctions ◽  
Research Area ◽  
Ease Of Use ◽  
Future Research ◽  
Perceived Ease Of Use ◽  
Consumer Electronic ◽  
Acceptance Model

Consumer-to-consumer (C2C) e-commerce is a growing area of e-commerce. However, according to a meta-analysis of critical themes of e-commerce, C2C e-commerce was only represented in the area of online auctions (Wareham, Zheng, & Straub, 2005). C2C e-commerce can encompass much more than just auctions. The question then becomes, “is C2C e-commerce a different research area that deserves its own stream of research?” This study adapts constructs from a business-to-consumer (B2C) e-commerce study of satisfaction (Devaraj, Fan, & Kohli, 2002) to determine what, if any, the differences are in the C2C e-commerce arena. The constructs include elements of the technology acceptance model (TAM), which includes perceived ease of use and usefulness; transaction cost analysis (TCA), which includes uncertainty, asset specificity, and time; and service quality (SERVQUAL), which includes reliability, responsiveness, assurance, and empathy. Participants in the study answered questions regarding these various constructs in relation to their experiences with C2C e-commerce. The findings indicate that TAM, TCA, and SERVQUAL all impact satisfaction in C2C e-commerce. Reliability and responsiveness (areas of service quality) were found to influence C2C e-commerce satisfaction, where as they were not found to be an influence in the B2C study. These findings warrant further research in the C2C ecommerce arena. The study provides implications for future research and practice.

Consumer-to-Consumer Electronic Commerce

2011 ◽  
pp. 1-17
Author(s):  
Kiku Jones
Keyword(s):  
Service Quality ◽  
Electronic Commerce ◽  
Technology Acceptance ◽  
Meta Analysis ◽  
Online Auctions ◽  
Ease Of Use ◽  
Future Research ◽  
Perceived Ease Of Use ◽  
Consumer Electronic ◽  
Acceptance Model

Consumer-to-consumer (C2C) electronic commerce (e-commerce) is a growing area of e-commerce. However, according to a meta-analysis of critical themes of e-commerce, C2C e-commerce was only represented in the area of online auctions (Wareham, Zheng, & Straub, 2005). C2C e-commerce can encompass much more than just auctions. This study adapts constructs from a B2C e-commerce study of satisfaction (Devaraj, Fan, & Kohli, 2002) to determine what, if any, the differences are in the C2C e-commerce arena. The constructs include elements of the technology acceptance model (TAM), which includes perceived ease of use and usefulness; transaction cost analysis (TCA), which includes uncertainty, asset specificity, and time; and service quality (SERVQUAL), which includes reliability, responsiveness, assurance, and empathy. Participants in the study answered questions regarding these various constructs in relation to their experiences with C2C e-commerce. The findings indicate that TAM, TCA, and SERVQUAL all impact satisfaction in C2C e-commerce. Reliability and responsiveness (areas of service quality) were found to influence C2C e-commerce satisfaction, where as they were not found to be an influence in the B2C study. These findings warrant further research in the C2C e-commerce arena. The study provides implications for future research and practice.

scholarly journals Factors of Service Quality and Service-Recovery Quality of Online Retailers

2019 ◽  
Vol 8 (11S) ◽  
pp. 356-361
Keyword(s):  
Factor Analysis ◽  
Service Quality ◽  
Exploratory Factor Analysis ◽  
Online Shopping ◽  
Service Recovery ◽  
Extensive Literature ◽  
Online Retail ◽  
Online Retailers ◽  
Retail Service

The purpose of this research is to explore factors of ‘service quality’ and ‘service-recovery quality’ of online retailers in India; and to suggests measurement constructs for ‘service quality’ and ‘service-recovery quality’ from customer’s perspective. Exploratory factor analysis (EFA) of customer responses of a survey of consumer attitudes is used for data analysis. In the first stage, concepts and constructs of the ‘service quality’ and ‘service-recovery quality’ for online retailers are identified through extensive literature review. In the second stage, survey of attitude measurement questionnaire was administered to customers, —who have experienced online shopping over a period of time. A 7-point Likert scale is used for capturing customer responses based on quota sampling technique. EFA is conducted using oblique rotation considering factor dependence. Factors thus identified are further studied for literature support, analyzed for validity and reliability. Exploratory factor analysis using principal component method, identified five factor structure of ‘service quality’ of online retailers as; e-reliability, e-servicescape, e-technology dissatisfiers, e-security and e-delivery. Research also explored factors of ‘service-recovery quality’ of online retailers as; esupport and e-compensation. The proposed factors of ‘service quality’ and ‘service recovery quality’ of online retailers can be useful in improving service product offers. The designed research constructs can be operationalized for better online shopping consumer experience. Considering retail customer channel shift from offline retail shops to online retail, this research is a latest consumer perspective towards online buying. Identified factors is useful inputs to design online retail service quality by improving retail operations.

scholarly journals Measuring Retail Service Quality: Examining Applicability of International Research Perspectives in India

2007 ◽  
Vol 32 (1) ◽  
pp. 15-26 ◽  
Author(s):  
Subhashini Kaul
Keyword(s):  
Problem Solving ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Three Dimensions ◽  
Future Research ◽  
Department Stores ◽  
Five Dimensions ◽  
Research Perspectives ◽  
Retail Service ◽  
Retail Service Quality

Service quality is being increasingly perceived as a tool to increase value for the consumer; and as a means of positioning in a competitive environment to ensure consumer satisfaction, retention, and patronage. Existing research indicates that consumers satisfied with the store�s service quality are most likely to remain loyal. However, despite its strategic importance, Indian retailers do not have an appropriate and established instrument to measure service quality. This study examines the Retail Service Quality Scale (RSQS) developed in the US for applicability in India. RSQS has five dimensions and six sub-dimensions and has been found appropriate in a variety of settings — across different countries such as South Africa and Singapore and across a variety of store types such as supermarkets, department stores, and hyper stores. The five dimensions — Physical Aspects, Reliability, Personal Interaction, Problem Solving, and Policy�are believed to capture distinct though correlated aspects of retail service. Each of the first three dimensions has two sub-dimensions. These six sub-dimensions, also called the first-order factors, are labelled as Appearance, Convenience, Promises, Doingit-Right, Inspiring Confidence, and Courteousness/Helpfulness. The dimensions and sub-dimensions provide strategic focus areas for retailers, enabling them to improve certain aspects of store service where performance is relatively poor. Data using a survey questionnaire from 144 adult shoppers at large format apparel stores in the city of Bangalore indicates that: The RSQS dimensions and sub-dimensions are not clearly identifiable. The dimension of �Physical Appearance� is the only one that is relatively clear. All other dimensions are ill-defined. The dimension of ‘Problem-Solving’ is hazy and all the remaining dimensions of RSQS comprise one factor. RSQS has limited diagnostic application. Consequently, retailers would find RSQS a poor instrument to help identify strategic areas requiring focus to improve service levels. The scale can, at best, be employed to assess overall service quality levels and for tracking overall improvements over a period of time. RSQS is inappropriate for application in Indian retail. Pre-test interviews of shoppers indicate that several service aspects mentioned by shoppers during interviews are not included in RSQS. Much future research is needed to develop a scale appropriate for the Indian context.

scholarly journals Electronic Health Record Acceptance by Physicians: A Single Hospital Experience in Daily Practice

2021 ◽  
Vol 1 (1) ◽  
pp. 6-17
Author(s):  
Andrija Pavlovic ◽  
Nina Rajovic ◽  
Jasmina Pavlovic Stojanovic ◽  
Debora Akinyombo ◽  
Milica Ugljesic ◽  
...  
Keyword(s):  
Health Care ◽  
Logistic Regression ◽  
Electronic Health Record ◽  
Technology Acceptance ◽  
Daily Practice ◽  
Ease Of Use ◽  
Future Research ◽  
Health Record ◽  
Cross Sectional ◽  
Electronic Health

Introduction: Potential benefits of implementing an electronic health record (EHR) to increase the efficiency of health services and improve the quality of health care are often obstructed by the unwillingness of the users themselves to accept and use the available systems. Aim: The aim of this study was to identify factors that influence the acceptance of the use of an EHR by physicians in the daily practice of hospital health care. Material and Methods: The cross-sectional study was conducted among physicians in the General Hospital Pancevo, Serbia. An anonymous questionnaire, developed according to the technology acceptance model (TAM), was used for the assessment of EHR acceptance. The response rate was 91%. Internal consistency was assessed by Cronbach’s alpha coefficient. A logistic regression analysis was used to identify the factors influencing the acceptance of the use of EHR. Results: The study population included 156 physicians. The mean age was 46.4 ± 10.4 years, 58.8% participants were female. Half of the respondents (50.1%) supported the use of EHR in comparison to paper patient records. In multivariate logistic regression modeling of social and technical factors, ease of use, usefulness, and attitudes towards use of EHR as determinants of the EHR acceptance, the following predictors were identified: use of a computer outside of the office for reading daily newspapers (p = 0.005), EHR providing a greater amount of valuable information (p = 0.007), improvement in the productivity by EHR use (p < 0.001), and a statement that using EHR is a good idea (p = 0.014). Overall the percentage of correct classifications in the model was 83.9%. Conclusion: In this research, determinants of the EHR acceptance were assessed in accordance with the TAM, providing an overall good model fit. Future research should attempt to add other constructs to the TAM in order to fully identify all determinants of physician acceptance of EHR in the complex environment of different health systems.

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