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%T eTransQual: a transaction process-based approach for capturing service quality in online shopping %A Bauer, Hans H. %A Falk, Tomas %A Hammerschmidt, Maik %J Journal of Business Research %N 7 %P 866-875 %V 59 %D 2006 %K electronic service quality; online shopping; transaction process; scale developmente %= 2008-05-14T13:25:00Z %~ LS ABWL und MarketingII %> https://nbn-resolving.org/urn:nbn:de:0168-ssoar-5758 %U http://bauer.bwl.uni-mannheim.de/Download/mitarbeiter/hammerschmidt/JBRarticleprint%20version_July2006.pdf %X 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. %C USA %G en %9 journal article %W GESIS - http://www.gesis.org %~ SSOAR - http://www.ssoar.info