Access the full text.
Sign up today, get DeepDyve free for 14 days.
L. Cronbach (1960)
Essentials of psychological testing
K. Gotzamani, Yannis Tzavlopoulos (2009)
Measuring e‐commerce‐quality: an exploratory reviewInternational Journal of Quality and Service Sciences, 1
Jessica Santos (2003)
E‐service quality: a model of virtual service quality dimensionsManaging Service Quality, 13
P.R. Smith, D. Chaffey
eMarketing eXcellence
M. Norusis (1990)
SPSS base system user's guide
M. Wolfinbarger, M. Gilly (2003)
eTailQ: dimensionalizing, measuring and predicting etail qualityJournal of Retailing, 79
Minjeong Kim, Jung-Hwan Kim, S. Lennon (2006)
Online service attributes available on apparel retail web sites: an E‐S‐QUAL approachManaging Service Quality, 16
Su-Jane Chen, T. Chang (2003)
A descriptive model of online shopping process: some empirical resultsInternational Journal of Service Industry Management, 14
V. Zeithaml, A. Parasuraman, A. Malhotra (2002)
Service quality delivery through web sites: A critical review of extant knowledgeJournal of the Academy of Marketing Science, 30
Allard Riel, Veronica Liljander, P. Jurriëns (2001)
Exploring consumer evaluations of e‐services: a portal siteInternational Journal of Service Industry Management, 12
A. Parasuraman, V. Zeithaml, A. Malhotra
E‐S‐QUAL: a multiple‐item scale for assessing electronic service quality
Ting-Peng Liang, Hung-Jen Lai (2002)
Effect of store design on consumer purchases: an empirical study of on-line bookstoresInf. Manag., 39
V. Zeithaml (1988)
Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence:Journal of Marketing, 52
E. Anderson, Vikas Mittal (2000)
Strengthening the Satisfaction-Profit ChainJournal of Service Research, 3
Allan Baldinger, Joel Rubinson (1996)
Brand loyalty: the link between attitude and behaviorJournal of Advertising Research, 36
Riadh Ladhari (2009)
A review of twenty years of SERVQUAL researchInternational Journal of Quality and Service Sciences, 1
Moon-Koo Kim, Myeong-Cheol Park, Dong-Heon Jeong (2004)
The effects of customer satisfaction and switching barrier on customer loyalty in Korean mobile telecommunication servicesTelecommunications Policy, 28
A. Parasuraman, V. Zeithaml, L. Berry (1988)
SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality.Journal of Retailing, 64
H.C. Oh
An empirical study of the relationship between restaurant image and customer loyalty unpublished
Niren Sirohi, E. Mclaughlin, D. Wittink (1998)
A model of consumer perceptions and store loyalty intentions for a supermarket retailerJournal of Retailing, 74
J. Barrutia, Ainhize Gilsanz (2009)
e‐Service quality: overview and research agendaInternational Journal of Quality and Service Sciences, 1
David Szymanski, R. Hise (2000)
E-satisfaction: an initial examinationJournal of Retailing, 76
E. Loiacono, R. Watson, D. Goodhue
WEBQUAL™: a measure of website quality
A. Parasuraman, V. Zeithaml, L. Berry (1985)
A Conceptual Model of Service Quality and Its Implications for Future ResearchJournal of Marketing, 49
A. Parasuraman, V. Zeithaml, A. Malhotra (2005)
E-S-QUALJournal of Service Research, 7
B. Yoo, Naveen Donthu (2001)
Developing and validating a multidimensional consumer-based brand equity scaleJournal of Business Research, 52
Chiahui Yen, Hsi-Peng Lu (2008)
Effects of e‐service quality on loyalty intention: an empirical study in online auctionManaging Service Quality, 18
A. Wong, A. Sohal (2003)
Service quality and customer loyalty perspectives on two levels of retail relationshipsJournal of Services Marketing, 17
H. Kaiser (1974)
An index of factorial simplicityPsychometrika, 39
H. Kaiser (1960)
The Application of Electronic Computers to Factor AnalysisEducational and Psychological Measurement, 20
K. Wachter
Longitudinal assessment of web retailers: issues from a consumer point of view
Joel Collier, Carol Bienstock (2006)
Measuring Service Quality in E-RetailingJournal of Service Research, 8
C. Ranganathan, S. Ganapathy (2002)
Key dimensions of business-to-consumer web sitesInf. Manag., 39
E. Cristobal, C. Flavian, M. Guinaliu
Perceived e‐service quality (PeSQ) measurement validation and effects on consumer satisfaction and web site loyalty
G. Day
Market‐Driven Strategy: Processes for Creating Value
J. Rowley (2006)
An analysis of the e-service literature: towards a research agendaInternet Res., 16
Observatory for the Greek Information Society
The Use of Internet by Greeks (online), Athens
C. Boshoff (2007)
A Psychometric Assessment of E-S-Qual: A Scale to Measure Electronic Service QualityJournal of Electronic Commerce Research, 8
C. Colby, A. Parasuraman (2003)
Technology still mattersMarket Management, 12
M. Katz
Avoiding pitfalls in the transition to e‐commerce
Andrew Rohm, V. Swaminathan (2004)
A typology of online shoppers based on shopping motivationsJournal of Business Research, 57
C. Grönroos (1984)
A Service Quality Model and its Marketing ImplicationsEuropean Journal of Marketing, 18
F. Reichheld, Phil Schefter (2003)
E-LOYALTY: YOUR SECRET WEAPON ON THE WEB, 78
Zhilin Yang, Xiang Fang (2004)
Online service quality dimensions and their relationships with satisfaction: A content analysis of customer reviews of securities brokerage servicesInternational Journal of Service Industry Management, 15
H. Bauer, T. Falk, Maik Hammerschmidt (2006)
eTransQual: A Transaction Process-Based Approach for Capturing Service Quality in Online ShoppingJournal of Business Research, 59
L. Cronbach (1960)
Essentials of psychological testing, 2nd ed.
V. Zeithaml, L. Berry, A. Parasuraman (1996)
The Behavioral Consequences of Service QualityJournal of Marketing, 60
Heejun Park, S. Baek (2007)
Measuring Service Quality of Online Bookstores with WebQual
V. Zeithaml (2002)
Service excellence in electronic channelsManaging Service Quality, 12
E. Cristóbal, C. Flavián, Miguel Guinaliu (2007)
Perceived e‐service quality (PeSQ)Managing Service Quality, 17
R. Oliver (1999)
Whence Consumer Loyalty?Journal of Marketing, 63
J.C. Nunnally, I.H. Bernstein
Psychometric Theory
J. Nunnally (1978)
Psychometric Theory (2nd ed), New York: McGraw-Hill.
Kathy Wachter (2002)
Longitudinal assessment of Web retailersJournal of Fashion Marketing and Management, 6
Purpose – The purpose of this paper is to examine the applicability of the electronic service quality measurement instrument E‐S‐QUAL and its factor structure in the context of e‐commerce in Greece. Also, to investigates the effects of E‐S‐QUAL factors on customer perceived overall quality, value and loyalty. Design/methodology/approach – Field research was conducted by using a structured questionnaire, utilizing the E‐S‐QUAL model and replicating the work of the model's developers. Principal component analysis, reliability tests and multiple regression analyses were performed to both confirm the scale factor structure and answer the research questions. Findings – The analysis of the research data confirmed the four factor structure of E‐S‐QUAL in the context of e‐commerce in Greece and produced similar results to those of the initial research. Efficiency was proved to be the highest ranked dimension since it has a significant positive effect on all three dependent variables, namely perceived overall quality, value and loyalty. Privacy has a positive significant effect on both perceived overall quality and value. Fulfillment was found to have a significant positive effect only on perceived overall quality, while service availability affects positively only perceived value. Originality/value – The present study contributes to the examination of E‐S‐QUAL's applicability in different settings and to the verification of its factor structure. Moreover, the study provides useful insight into the effect of electronic service quality on customer perceived value and loyalty.
International Journal of Quality and Service Sciences – Emerald Publishing
Published: Mar 23, 2012
Keywords: Greece; Consumer behaviour; Customer services quality; Electronic commerce; Web sites; E‐S‐QUAL; Electronic service quality; Perceived value; Customer loyalty
Read and print from thousands of top scholarly journals.
Already have an account? Log in
Bookmark this article. You can see your Bookmarks on your DeepDyve Library.
To save an article, log in first, or sign up for a DeepDyve account if you don’t already have one.
Copy and paste the desired citation format or use the link below to download a file formatted for EndNote
Access the full text.
Sign up today, get DeepDyve free for 14 days.
All DeepDyve websites use cookies to improve your online experience. They were placed on your computer when you launched this website. You can change your cookie settings through your browser.