698
Views
9
CrossRef citations to date
0
Altmetric
Articles

E-Service Quality: An Empirical Investigation

&
Pages 229-262 | Published online: 06 Aug 2012

REFERENCES

  • Akinci , S. , Atilgan-Inan , E. and Aksoy , S. 2010 . Re-assessment of E-S-Qual and E-RecS-Qual in a pure service setting . Journal of Business Research , 63 : 232 – 240 .
  • Aladwani , A. M. and Palvia , P. C. 2002 . Developing and validating an instrument for measuring user-perceived web quality . Information and Management , 39 : 457 – 476 .
  • Ariely , D. 2000 . Controlling the information flow: Effects on consumers' decision making and preferences . Journal of Consumer Research , 27 : 233 – 248 .
  • Ba , S. and Johansson , W. 2008 . An exploratory study of the impact of E-service process on online customer satisfaction . Production and Operations Management , 17 : 107 – 119 .
  • Bank Negara Malaysia . 2009, 2010 . Financial stability and payment system report , Kuala Lumpur , , Malaysia : Author .
  • Barnes , S. J. and Vidgen , R. T. 2002 . An integrative approach to the assessment of E-commerce quality . Journal of Electronic Commerce Research , 3 : 114 – 127 .
  • Bauer , H. H. , Falk , T. and Hammerschmidt , M. 2006 . eTransQual: A transaction process-based approach for capturing service quality in online shopping . Journal of Business Research , 59 : 866 – 875 .
  • Bauer , H. H. , Hammerschmidt , M. and Falk , T. 2005 . Measuring the quality of e-banking portals . International Journal of Bank Marketing , 23 : 153 – 175 .
  • Bennett , R. , Härtel , C. E. J. and McColl-Kennedy , J. R. 2005 . Experience as a moderator of involvement and satisfaction on brand loyalty in a business-to-business setting 02–314R . Industrial Marketing Management , 34 : 97 – 107 .
  • Boyer , K. K. , Hallowell , R. and Roth , A. V. 2002 . E-services: operations strategy – A case study and a method for analyzing operational benefits . Journal of Operations Management , 20 : 175 – 188 .
  • Buttle , F. 1996 . SERVQUAL: Review, critique, research agenda . European Journal of Marketing , 30 : 8 – 33 .
  • Cho , N. and Park , S. 2002 . Development of Electronic Commerce User-consumer Satisfaction Index (ECUSI) for internet shopping . Industrial Management & Data Systems , 101 : 400 – 405 .
  • Cho , Y. K. and Menor , L. J. 2010 . Toward a provider-based view on the design and delivery of quality e-service encounters . Journal of Service Research , 13 : 83 – 95 .
  • Collier , J. E. and Bienstock , C. C. 2006 . Measuring service quality in e-retailing . Journal of Service Research , 8 : 260 – 275 .
  • Cox , J. and Dale , B. G. 2001 . Service quality and e-commerce: An exploratory analysis . Managing Service Quality , 11 : 121 – 131 .
  • Cronin , J. J. , Brady , M. K. and Hult , G. T. M. 2000 . Assessing the effects of quality, value and customer satisfaction on consumer behavioural intentions in service environments . Journal of Retailing , 76 : 193 – 218 .
  • Cronin , J. and Taylor , S. 1992 . Measuring service quality: A reexamination and extension . Journal of Marketing , 56 : 55 – 68 .
  • Douglas , A. , Muir , L. and Meehan , K. 2003 . E-quality in the e-services provision of legal practices . Managing Service Quality , 13 : 483 – 491 .
  • Economic Planning Unit . 2006 . Ninth Malaysia plan 2006–2010 , Kuala Lumpur , , Malaysia : Pencetakan Negara Malaysia Berhad .
  • Evanschitzky , H. , Iyer , G. R. , Hesse , J. and Ahlert , D. 2004 . E-satisfaction: A re-examination . Journal of Retailing , 80 : 239 – 247 .
  • Fassnacht , M. and Koese , I. 2006 . Quality of electronic services: Conceptualizing and testing a hierarchical model . Journal of Service Research , 9 : 19 – 37 .
  • Gefen , D. 2000 . E-commerce: the role of familiarity and trust . OMEGA International Journal of Management Science , 28 : 725 – 737 .
  • Gefen , D. and Straub , D. 2003 . Managing user trust in B2C e-Services . E-Service Journal , 2 : 7 – 24 .
  • Ghosh , S. , Surjadjaja , H. and Antony , J. 2004 . Optimisation of the determinants of e-service operations . Business Process Management Journal , 10 : 616 – 636 .
  • Grabner-Kraeuter , S. 2002 . The role of consumer's trust in online shopping . Journal of Business Ethics , 39 : 43 – 50 .
  • Gummerus , J. , Liljander , V. , Pura , M. and van Riel , A. 2004 . Customer loyalty to content-based Websites: The case of an online health care service . Journal of Services Marketing , 18 : 175 – 186 .
  • Hair , J. F. , Anderson , R. E. , Tatham , R. L. and Black , W. C. 1998 . Multivariate data analysis , 5th , Upper Saddle River , NJ : Prentice-Hall International .
  • Hoffman , D. L. and Novak , T. P. 1996 . Marketing in hypermedia computer-mediated environments: Conceptual foundations . Journal of Marketing , 60 : 50 – 68 .
  • Internet World Stats. (2002). Usage and population statistics. http://www.internetworldstats.com/stats3.htm (http://www.internetworldstats.com/stats3.htm)
  • Janda , S. , Trocchia , P. J. and Gwinner , K. P. 2002 . Consumer perceptions of Internet retail service quality . International Journal of Service Industry Management , 13 : 412 – 431 .
  • Johns , N. and Howard , A. 1998 . Customer expectations versus perceptions of service performance in the food service industry . International Journal of Service Industry Management , 9 : 248 – 265 .
  • Johnston , R. 1995 . The determinants of service quality: Satisfiers and dissatisfiers . International Journal of Service Industry Management , 8 : 53 – 71 .
  • Jones , N. , Lee-Ross , D. and Ingram , H. 1999 . A study of service quality in small hotels and guesthouses . International Journal of Tourism Research , 3 : 351 – 363 .
  • Kaynama , S. A. and Black , C. I. 2000 . A proposal to assess the service quality of online travel agencies: An exploratory study . Journal of Professional Services Marketing , 21 : 63 – 88 .
  • Kim , J. and Lee , J. 2002 . Critical design factors for successful e-commerce systems . Behaviour and Information Technology , 21 : 185 – 189 .
  • Kim , M. , Kim , J. H. and Lennon , S. J. 2006 . Online service attributes available on apparel retail web sites: An E-S-QUAL approach . Managing Service Quality , 16 : 51 – 77 .
  • Kim , S. and Stoel , L. 2004 . Apparel retailers: Web site quality dimensions and satisfaction . Journal of Retailing and Consumer Services , 11 : 109 – 117 .
  • Lee , E. J. and Overby , J. W. 2004 . Creating value for online shoppers: Implications for satisfaction and loyalty . Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior , 17 : 54 – 68 .
  • Lee , G. G. and Lin , H. F. 2005 . Customer perceptions of e-service quality in online shopping . International Journal of Retail & Distribution Management , 33 : 161 – 176 .
  • Liu , C. and Arnett , K. P. 2000 . Exploring the factors associated with web site success in the context of electronic commerce . Information & Management , 38 : 23 – 33 .
  • Loiacono , E. T. , Watson , R. T. and Goodhue , D. L. 2007 . WebQual: An instrument for consumer evaluation of web sites . International Journal of Electronic Commerce , 11 : 51 – 87 .
  • Madu , C. N. and Madu , A. A. 2002 . Dimensions of e-quality . International Journal of Quality & Reliability Management , 19 : 246 – 259 .
  • Montoya-Weiss , M. M. , Voss , G. B. and Grewal , D. 2003 . Determinants of online channel use and overall satisfaction with a relational, multichannel service provider . Academy of Marketing Science Journal , 31 : 448 – 458 .
  • Moon , Y. 1999 . Interactive technologies and relationship marketing strategies . Harvard Business Review , Note 9-599-101 May 17 : 1 – 12 .
  • Nunnally , J. C. 1978 . Psychometric theory , 2nd , New York , NY : McGraw-Hill .
  • Ott , R. L. and Longnecker , M. 2001 . An introduction to statistical methods and data analysis , Boston , MA : Thomson Learning .
  • Parasuraman , A. , Zeithaml , V. A. and Berry , L. L. 1985 . A conceptual model of service quality and its implications for future research . Journal of Marketing , 49 : 41 – 50 .
  • Parasuraman , A. , Zeithaml , V.A. and Berry , L. L. 1988 . SERVQUAL: A multiple-item scale for measuring consumer perceptions for service quality . Journal of Retailing , 64 : 12 – 40 .
  • Parasuraman , A. , Zeithaml , V. A. and Malhotra , A. 2005 . E-S-QUAL: A multiple-item scale for assessing electronic service quality . Journal of Service Research , 7 : 213 – 233 .
  • Patwardhan , P. 2004 . Exposure, involvement and satisfaction with online activities . Gazette: The International Journal for Communications Studies , 66 : 411 – 436 .
  • Poon , W. C. 2008 . Users' adoption of e-banking services: The Malaysian perspective . Journal of Business & Industrial Marketing , 23 : 59 – 69 .
  • Poon , W. C. , Yong , D. G. F. and Lam , P. W. H. 2009 . An insight into the attributes influencing the acceptance of Internet banking: The consumers' perspective . International Journal of Services and Standards , 5 : 81 – 94 .
  • Ranganathan , C. and Ganapathy , S. 2002 . Key dimensions of business-to-consumer web sites . Information and Management , 30 : 45 – 465 .
  • Ribbink , D. and van Riel , A. C. R. 2004 . Comfort your online customer: Quality, trust and loyalty on the Internet . Managing Service Quality , 14 : 446 – 456 .
  • Rowley , J. 2006 . An analysis of the e-service literature: Towards a research agenda . Internet Research , 16 : 339 – 359 .
  • Rust , R. T. and Lemon , N. K. 2001 . E-service and the consumer . International Journal of Electronic Commerce , 5 : 85 – 101 .
  • Ruyter , K. D. , Wetzels , M. and Kleijnen , M. 2002 . Customer adoption of e-service: An experimental study . International Journal of Service Industrial Management , 12 : 184 – 207 .
  • Sahadev , S. and Purani , K. 2008 . Modelling the consequences of e-service quality . Marketing Intelligence & Planning , 26 : 605 – 620 .
  • Santos , J. 2003 . E-service quality: A model of virtual service quality dimensions . Managing Service Quality , 13 : 233 – 246 .
  • Semeijin , J. and van Riel , A. C. R. 2005 . E-Services and offline fulfillment: How e-loyalty is created . Managing Service Quality , 15 : 182 – 194 .
  • Seth , N. , Deshmukh , S. G. and Vrat , P. 2005 . Service quality models: A review . International Journal of Quality & Reliability Management , 22 : 913 – 949 .
  • Singh , M. 2002 . E-Services and their role in B2C e-commerce . Managing Service Quality , 12 : 434 – 336 .
  • Sirdeshmukh , D. , Jagdip , S. and Sabol , B. 2002 . Consumer trust, value, and loyalty in relational exchanges . Journal of Marketing , 66 : 15 – 37 .
  • Srinivasan , S. S. , Anderson , R. and Ponnavolu , K. 2002 . Customer loyalty in e-commerce: An exploration of its antecedents and consequences . Journal of Retailing , 78 : 41 – 50 .
  • Surjadjaja , H. , Ghosh , S. and Antony , F. 2003 . Determining and assessing the determinants of e-service operations . Managing Service Quality , 13 : 39 – 53 .
  • Szymanski , D. M. and Hise , R. T. 2000 . E-satisfaction: An initial examination . Journal of Retailing , 76 : 309 – 322 .
  • Taylor , S. and Baker , T. 1994 . As assessment of the relationship between service quality and customer satisfaction in the formation of consumers' purchase intentions . Journal of Retailing , 70 : 63 – 78 .
  • Than , C. R. and Grandon , E. 2002 . An exploratory examination of factors affecting online sales . Journal of Computer Information Systems , 42 : 87 – 93 .
  • Trocchia , P. J. and Janda , S. 2003 . How do consumers evaluate internet retail service quality? . Journal of Services Marketing , 17 : 243 – 253 .
  • Wolfinbarger , M. and Gilly , M. G. 2003 . eTailQ: Dimensionalizing, measuring and predicting eTail quality . Journal of Retailing , 79 : 183 – 198 .
  • Yang , Z. and Fang , X. 2004 . Online service quality dimensions and their relationship with satisfaction . International Journal of Service Industry Management , 15 : 302 – 326 .
  • Yang , Z. and Jun , M. 2002 . Consumer perception of e-service quality: From Internet purchaser and non-purchaser perspectives . Journal of Business Strategies , 19 : 19 – 41 .
  • Yang , Z. , Jun , M. and Peterson , R. T. 2004 . Measuring customer perceived online service quality: Scale development and managerial implications . International Journal of Operations and Production Management , 24 : 1149 – 1174 .
  • Yang , Z. , Peterson , R. T. and Cai , S. 2003 . Services quality dimensions of Internet retailing: An exploratory analysis . Journal of Services Marketing , 17 : 685 – 701 .
  • Yoo , B. H. and Donthu , N. 2001 . Developing a scale to measure the perceived quality of an internet shopping site (Sitequal) . Quarterly Journal of Electronic Commerce , 2 : 31 – 46 .
  • Zaichkowsky , J. L. 1985 . Measuring the involvement construct . Journal of Consumer Research , 12 : 341 – 352 .
  • Zeithaml , V. A. , Parasuraman , A. and Malhotra , A. 2000 . E-service quality: definition, dimensions and conceptual model (Working paper) , Cambridge , MA : Marketing Science Institute .
  • Zeithaml , V. A. , Parasuraman , A. and Malhotra , A. 2002 . Service quality delivery through web sites: A critical review of extant knowledge . Journal of the Academy of Marketing Science , 30 : 362 – 375 .

Reprints and Corporate Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

To request a reprint or corporate permissions for this article, please click on the relevant link below:

Academic Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

Obtain permissions instantly via Rightslink by clicking on the button below:

If you are unable to obtain permissions via Rightslink, please complete and submit this Permissions form. For more information, please visit our Permissions help page.