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.