An assessment of the validity and dimensionality of E-S-QUAL as a measure of internet retail service quality

Rafiq, Mohammed; Fulford, Heather; Lu, Xiaoming and Ellis-Chadwick, Fiona (2008). An assessment of the validity and dimensionality of E-S-QUAL as a measure of internet retail service quality. In: Marketing: Shifting Focus from Mainstrem to Offbeat, ANZMAC Conference., 1-3 Dec 2008, Sydney, Australia.

URL: http://www.anzmac2008.org/

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 PZM (2005). Whilst E-S-QUAL demonstrates excellent psychometric properties, the scale is in need of external validation. We present a reassessment and validation of the E-S-QUAL in the internet grocery sector. Our results show that there are potential discriminant validity problems with the Efficiency and System Availability dimensions. Our analysis also shows problems of high correlation between Privacy and Fulfilment dimensions. This may be because privacy is less important for frequent users (such as grocery shoppers). Consistent with Parasuraman et al, our results suggests that website related factors are the most important in the overall evaluation of internet retail service quality.

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  • Item ORO ID
  • 27774
  • Item Type
  • Conference or Workshop Item
  • Extra Information
  • Australia and New Zealand Marketing Academy Conference 2008
    Marketing: Shifting the focus from mainstream to offbeat
    Edited by: Ms Daniela Spanjaard, Dr Sara Denize and Dr Neeru Sharma
    ISBN 186308-144-5
  • Keywords
  • E-S-QUAL; internet; retail; service quality
  • Academic Unit or School
  • Faculty of Business and Law (FBL)
  • Copyright Holders
  • © 2008 The Authors
  • Related URLs
  • Depositing User
  • Fiona Ellis-Chadwick
CORE (COnnecting REpositories)

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