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

TL;DR

This paper identifies key dimensions of e-service quality, proposes a model with seven dimensions, and empirically tests which factors most influence overall e-service quality for online service providers.

Contribution

It introduces a comprehensive e-service quality model with seven dimensions and empirically validates the most influential factors affecting overall quality.

Findings

Reliability, security, fulfilment, ease of use, and responsiveness significantly influence e-service quality.

The model helps managers evaluate and improve online service delivery.

Empirical data from 318 users support the proposed dimensions.

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 e-service quality model comprising seven e-service quality dimensions (website appearance, ease of use, reliability, security, personalisation, fulfilment 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, fulfilment, 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.