E-service quality: : A meta-analytic review

• Autores: Markus Blut, Nivriti Chowdhry, Vikas Mittal, Christian Brock
• Localización: Journal of retailing, ISSN 0022-4359, Vol. 91, Nº 4, 2015, págs. 679-700
• Idioma: inglés
• Texto completo no disponible (Saber más ...)
• Resumen

  • 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