| 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 |