E-service quality: A meta-analytic review

Blut, M.; Chowdhry, N.; Mittal, V.; Brock, C

Abstract

The dominance of the internet as a shopping and distribution channel also necessitates an understanding of e-service quality. Using means-ends-chain theory, we develop a conceptual framework to understand the different models and the associated multiple measures that have been developed to examine this construct. We test the measures empirically using meta-analytic techniques. We also summarize the impact of e-service quality on key outcomes—customer satisfaction, repurchase intentions, and word-of-mouth, as well as the moderating impact of three contextual factors: country culture, regulatory environment, and industry context. Results indicate that e-service quality has four underlying dimensions (website design, fulfilment, customer service, and security/privacy) though their relevance for overall e-service quality is moderated by country-specific (uncertainty avoidance, masculinity, power distance, individualism), regulatory environment-specific (financial secrecy, rule of law), and industry-specific (services/goods, retailing/banking) factors as well as research-design factors.

Citation

Blut, M., Chowdhry, N., Mittal, V., & Brock, C. (2015). E-service quality: A meta-analytic review. Journal of Retailing, 91(4), 679-700. https://doi.org/10.1016/j.jretai.2015.05.004

• Journal Article Type: Article
• Online Publication Date: Jun 24, 2015
• Publication Date: 2015-12
• Deposit Date: Jun 19, 2020
• Publicly Available Date: Jun 22, 2020
• Journal: Journal of Retailing
• Print ISSN: 0022-4359
• Electronic ISSN: 1873-3271
• Publisher: Elsevier
• Peer Reviewed: Peer Reviewed
• Volume: 91
• Issue: 4
• Pages: 679-700
• DOI: https://doi.org/10.1016/j.jretai.2015.05.004
• Public URL: https://durham-repository.worktribe.com/output/1299704