SERVEQUAL is a widely known subjective service quality metric. Firstly; do you have/know any application of SERVEQUAL for e-services? Secondly, could you recommend any service quality metric that can be effectively used for e-services? Thanks in advance.
Probably you should have a look at the following articles with regard to measuring service quality in electronic service contexts:
- Parasuraman, A., Zeithaml, V. A., & Malhotra, A. (2005). ES-QUAL a multiple-item scale for assessing electronic service quality. Journal of service research, 7(3), 213-233.
- Santos, J. (2003). E-service quality: a model of virtual service quality dimensions. Managing service quality, 13(3), 233-246.
- Cristobal, E., Flavián, C., & Guinaliu, M. (2007). Perceived e-service quality (PeSQ): measurement validation and effects on consumer satisfaction and web site loyalty. Managing Service Quality, 17(3), 317-340.
- Collier, J. E., & Bienstock, C. C. (2006). Measuring service quality in e-retailing. Journal of service research, 8(3), 260-275.
Moroever, you might want to look in the literature on (perceived) service quality with regard to the conceptualization, measurement, and diagnostics of different service quality measurement instruments (i.e. servqual vs. servperf):
- Cronin Jr, J. J., & Taylor, S. A. (1994). SERVPERF versus SERVQUAL: reconciling performance-based and perceptions-minus-expectations measurement of service quality. The Journal of Marketing, 125-131.
- Jain, S. K., & Gupta, G. (2004). Measuring service quality: SERVQUAL vs. SERVPERF scales. Vikalpa, 29(2), 25-37.
- Buttle, F. (1996). SERVQUAL: review, critique, research agenda. European Journal of marketing, 30(1), 8-32.
- Brady, M. K., & Cronin Jr, J. J. (2001). Some new thoughts on conceptualizing perceived service quality: a hierarchical approach. Journal of marketing, 65(3), 34-49.
Dear Erdinc,
I would also recommend you a scale recently developed by Lin & Hsieh (2011), the SSTQUAL. The two authors' effort is similar to that of Parasuraman et al. (2005) in the paper which Dyck has indicated.
Lin, J.S.C. and Hsieh, P.L. (2011), “Assessing the Self-service Technology Encounters: Development and Validation of SSTQUAL Scale”, Journal of Retailing, Vol. 87 No. 2, pp. 194-206.
Hi there,
Below papers may be of help, which are in tourism field, one the biggest sectors of the service:
1. Bai B., Law R., Wen I. The impact of website quality on customer satisfaction and purchase intentions: Evidence from Chinese online visitors. International Journal of Hospitality Management, 2008; 27: 391-402.
2. Carlson J., O’Cass A.Exploring the relationships between e-service quality, satisfaction, attitudes and behaviours in content-driven e-service web sites. Journal of Services Marketing2010; 24(2): 112-127.
3. HoC.-I. , Lee Y.-L. The development of an e-travel service quality scale. Tourism Management, 2007; 28: 1434-1449.
4. Law R., Qi S., Buhalis D. Progress in tourism management: A review of website evaluation in tourism research. Tourism Management, 2010; 31:297-313.
5. Park Y., Gretzel U., Sirakaya-Turk E. Measuring web site quality for online travel agencies. Journal of Travel & Tourism Marketing, 2007; 23(1): 15-30.
6. Tsang N.K., Lai M., Law R. Measuring e-service quality for online travel agencies. Journal of Travel & Tourism Marketing2010; 27: 306-323.
Ana Rosa Del Águila-Obra, Antonio Padilla-Meléndez, Rami M.O.O. Al-dweeri.The influence of electronic service quality on loyalty in postal services: the mediating role of satisfaction. Total Quality Management and Business Excellence 10/2013
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