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eTransQual: a transaction process-based approach for capturing service quality in online shopping
[journal article]
Abstract Existing e-service quality scales mainly focus on goal-oriented e-shopping behavior excluding hedonic quality aspects. As a consequence,
these scales do not fully cover all aspects of consumer's quality evaluation. In order to integrate both utilitarian and hedonic e-service quality
elements, we app... view more
Existing e-service quality scales mainly focus on goal-oriented e-shopping behavior excluding hedonic quality aspects. As a consequence,
these scales do not fully cover all aspects of consumer's quality evaluation. In order to integrate both utilitarian and hedonic e-service quality
elements, we apply a transaction process model to electronic service encounters. Based on this general framework capturing all stages of the
electronic service delivery process, we develop a transaction process-based scale for measuring service quality (eTransQual). After conducting
exploratory and confirmatory factor analysis, we identify five discriminant quality dimensions: functionality/ design, enjoyment, process,
reliability and responsiveness. All extracted dimensions of eTransQual show a significant positive impact on important outcome variables like
perceived value and customer satisfaction. Moreover, enjoyment is a dominant factor in influencing both relationship duration and repurchase
intention as major drivers of customer lifetime value. As a result, we present conceptual and empirical evidence for the need to integrate both
utilitarian and hedonic e-service quality elements into one measurement scale.... view less
Keywords
quality; service; scale construction; electronic business
Classification
Economic Sectors
Method
empirical
Free Keywords
electronic service quality; online shopping; transaction process; scale developmente
Document language
English
Publication Year
2006
Page/Pages
p. 866-875
Journal
Journal of Business Research, 59 (2006) 7
Status
Published Version; reviewed
Licence
Creative Commons - Attribution-Noncommercial-No Derivative Works