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Measuring Internet retail service quality using E-S-QUAL

Rafiq, Mohammed; Lu, Xiaoming; Fulford, Heather


Mohammed Rafiq

Xiaoming Lu

Heather Fulford


Despite its acknowledged importance, there are few rigorous empirical studies examining Internet retail service quality. An exception is the development of the E-S-QUAL scale by Parasuraman, Zeithaml, and Malhotra (2005 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(3): 213–233. Whilst E-S-QUAL demonstrated good psychometric properties in the original study, the scale lacks external validation. This paper presents a reassessment and validation of the E-S-QUAL in the context of the Internet grocery sector. Data were collected via a web-based cross-sectional survey using self-administered questionnaires distributed to online grocery shoppers. A total of 491 usable questionnaires were received. The results show that there are potential discriminant validity problems with the Efficiency and System Availability dimensions of E-S-QUAL. Further analysis shows that a second-order, three-factor model of E-S-QUAL, consisting of Efficiency, System Availability, and Fulfilment, provides the best fit to the data in this study. Privacy is shown to be the least important dimension for the data set in this study.


Rafiq, M., Lu, X., & Fulford, H. (2012). Measuring Internet retail service quality using E-S-QUAL. Journal of Marketing Management, 28(9-10), 1159-1173.

Journal Article Type Article
Online Publication Date Nov 24, 2011
Publication Date 2012-08
Deposit Date Jun 4, 2018
Publicly Available Date Jun 5, 2018
Journal Journal of Marketing Management
Print ISSN 0267-257X
Electronic ISSN 1472-1376
Publisher Routledge
Peer Reviewed Peer Reviewed
Volume 28
Issue 9-10
Pages 1159-1173
Keywords Internet retail service quality, e-service quality, E-S-QUAL
Public URL


Measuring Internet retail service quality using E-S-QUAL (<nobr>128 Kb</nobr>)

Copyright Statement
This is an Accepted Manuscript of an article published by Taylor & Francis in Journal of Marketing<br /> Management in 2012, available online:

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