Please use this identifier to cite or link to this item:
http://idr.iimranchi.ac.in:8080/xmlui/handle/123456789/1914Full metadata record
| DC Field | Value | Language |
|---|---|---|
| dc.contributor.author | Nandankar, Sunil | - |
| dc.contributor.author | Sachan, Amit | - |
| dc.contributor.author | Mukherjee, Arindam | - |
| dc.contributor.author | Adhikari, Arnab | - |
| dc.date.accessioned | 2023-01-17T05:17:33Z | - |
| dc.date.available | 2023-01-17T05:17:33Z | - |
| dc.date.issued | 2023-01-17 | - |
| dc.identifier.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. | en_US |
| dc.identifier.issn | 0265-671X | - |
| dc.identifier.uri | https://doi.org/10.1108/IJQRM-05-2021-0153 | - |
| dc.identifier.uri | http://idr.iimranchi.ac.in:8080/xmlui/handle/123456789/1914 | - |
| dc.description.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. | en_US |
| dc.language.iso | en_US | en_US |
| dc.publisher | International Journal of Quality & Reliability Management | en_US |
| dc.subject | e-servicequality | en_US |
| dc.subject | Onlineservicequality | en_US |
| dc.subject | e-service quality measurement | en_US |
| dc.subject | Scaledevelopment | en_US |
| dc.subject | Literaturereview | en_US |
| dc.subject | IIM Ranchi | en_US |
| dc.title | Electronic service quality (e-SQ) measurement: a cross-functional review | en_US |
| dc.type | Article | en_US |
| dc.volume | 40 | en_US |
| dc.issue | 1 | en_US |
| 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.