From Service Quality to E-Service Quality: Measurement, Dimensions and Model

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dc.contributor.authorOmoyele, Samuel Olufemi
dc.date.accessioned2022-05-09T12:52:42Z
dc.date.available2022-05-09T12:52:42Z
dc.date.issued2022
dc.description.abstractWith 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.en_US
dc.identifier.citationIghomereho, 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.en_US
dc.identifier.urihttp://dspace.run.edu.ng:8080/jspui/handle/123456789/2922
dc.language.isoenen_US
dc.publisherJournal of Management Information and Decision Sciencesen_US
dc.subjectService qualityen_US
dc.subjectExpectationen_US
dc.subjectPerceptionen_US
dc.subjectDirect services;en_US
dc.subjectE-channelsen_US
dc.titleFrom Service Quality to E-Service Quality: Measurement, Dimensions and Modelen_US
dc.typeArticleen_US
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