Please use this identifier to cite or link to this item:
http://idr.iimranchi.ac.in:8080/xmlui/handle/123456789/1914| Title: | Electronic service quality (e-SQ) measurement: a cross-functional review |
| Authors: | Nandankar, Sunil Sachan, Amit Mukherjee, Arindam Adhikari, Arnab |
| Keywords: | e-servicequality Onlineservicequality e-service quality measurement Scaledevelopment Literaturereview IIM Ranchi |
| Issue Date: | 17-Jan-2023 |
| Publisher: | International Journal of Quality & Reliability Management |
| Citation: | Sunil Nandankar, Amit Sachan, Arindam Mukherjee, and Arnab Adhikari (2023). Electronic service quality (e-SQ) measurement: a cross-functional review. International Journal of Quality & Reliability Management, 40(1), 148-168. |
| Abstract: | Purpose–Althoughcomprehensiveworkhasbeenconductedinseveralscholarlyjournalsinelectronic servicequality(e-SQ)measurement,therehasbeennocross-functionalreviewofthesestudies.Themajorityof thereviewstudiesfocusone-SQassessmentinthefieldofelectronicretail.Thispaperexploresandsynthesizes e-SQevaluationworkacrossthevariousfunctionaldomainsinthelasttwodecadesandmapscritical methodologicalchallenges.Itfurtherclassifiesthedimensionsusedbyresearchersinsixbroadcategoriesfor bettercomprehension. Design/methodology/approach–Toanalyzeandappreciatepaste-SQmeasurementresearch,acontent assessmentofthe50mostrelevantresearchpapersfromvariousfunctionaldomainsdrawnfromprestigious repositorieswasundertaken. Findings–Theresultsindicateshortcomingsnoticedinmethodologicalissuesinthee-SQmeasurement researchlikeresearchapproaches,dataanalysisprocedures,samplingmethods,generationandpurificationof items,validityandreliabilityassessment,anddimensionalityanalysis.Itfurtherrevealsthatthoughe-SQis multi-dimensionalandcontext-specific,dimensionslikecontent/informationquality,websitedesign,easeof use/usability,efficiency,security/andprivacy,responsiveness,reliability,customerservice,trustand fulfillmenthavebeenconsistentlycitedinthereviewedstudiesacrossthevariousfunctionaldomains. Originality/value–Anassessmentof50publicationsoverthepast2decadesidentifieskeyareasofconcern intheexistingresearchone-SQmeasurementinvariousfunctionaldomainsforscholarsandprofessionals. Thisstudyalsoprovidesauniquecategorizationofe-SQdimensionsusedinvariousfunctionaldomainsand hasthepotentialtoguidefutureresearch. |
| URI: | https://doi.org/10.1108/IJQRM-05-2021-0153 http://idr.iimranchi.ac.in:8080/xmlui/handle/123456789/1914 |
| ISSN: | 0265-671X |
| Appears in Collections: | Journal Articles |
Files in This Item:
There are no files associated with this item.
Items in DSpace are protected by copyright, with all rights reserved, unless otherwise indicated.