Measuring Internet retail service quality using E-S-QUAL

Rafiq, Mohammed; Lu, Xiaoming; Fulford, Heather

doi:10.1080/0267257x.2011.621441

Authors

Mohammed Rafiq

Xiaoming Lu

Heather Fulford

Abstract

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.

Citation

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. https://doi.org/10.1080/0267257x.2011.621441

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
DOI	https://doi.org/10.1080/0267257x.2011.621441
Keywords	Internet retail service quality, e-service quality, E-S-QUAL
Public URL	http://researchrepository.napier.ac.uk/Output/1194239

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Copyright Statement
This is an Accepted Manuscript of an article published by Taylor & Francis in Journal of Marketing<br /> Management in 2012, available online: http://dx.doi.org/10.1080/0267257X.2011.621441