From Service Quality to E-Service Quality: Measurement, Dimensions and Model
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Date
2022
Authors
Journal Title
Journal ISSN
Volume Title
Publisher
Journal of Management Information and Decision Sciences
Abstract
With the global increase in online services, there is a paradigm shift from service
quality to e-service quality. In order to sustain this strategic change, there is need to measure
and evaluate the quality of e-services. Consequently, the paper seeks to determine the
relevant e-service quality dimensions for e-channels. The aim is to generate a concise set of
dimensions that managers can use to measure e-service quality. The paper proposed an eservice quality model comprising seven e-service quality dimensions (website appearance,
ease of use, reliability, security, personalisation, fulfillment and responsiveness) and overall
e-service quality. The study employed a cross- sectional research design and quantitative
research approach. The data were collected via a questionnaire from 400 e-channel users in
Lagos State, Nigeria. However, 318 copies of the questionnaire were found useful. The data
were analysed using mean, frequency, percentages, correlation and multiple regression
analysis. The results revealed that the relevant e-service quality dimensions influencing
overall e-service quality are reliability, security, fulfillment, ease of use and responsiveness.
These e-service quality dimensions are expected to provide information for managers to
evaluate and improve their e-channel service delivery.
Description
Keywords
Service quality, Expectation, Perception, Direct services;, E-channels
Citation
Ighomereho, O. S., Ojo, A. A.., Omoyele, O. S., & Olabode, O. S. (2022). From service quality to eservice quality: measurement, dimensions and model. Journal of Management Information and Decision Sciences, 25(1), 1-15.