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Re-assessment of E-S-Qual and E-RecS-Qual in a pure service setting

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  • Akinci, Serkan
  • Atilgan-Inan, Eda
  • Aksoy, Safak

Abstract

Understanding and measuring electronic service quality including its dimensions has become crucial since a growing volume of business takes place in the cyber world. This paper focuses on measuring electronic service quality and service recovery issues by means of E-S-QUAL and E-RecS-QUAL scales in a pure service oriented setting and across a culturally different consumer group than the original scale. This research covers 2017 customers' assessment of the electronic service quality offered by 13 banks in Turkey. Findings suggest a refined and more stable version of the E-S-QUAL scale for the internet banks. Comprehensive psychometric tests also suggest that E-RecS-QUAL is an appropriate tool to evaluate online service recovery in consumer research.

Suggested Citation

  • Akinci, Serkan & Atilgan-Inan, Eda & Aksoy, Safak, 2010. "Re-assessment of E-S-Qual and E-RecS-Qual in a pure service setting," Journal of Business Research, Elsevier, vol. 63(3), pages 232-240, March.
    • Handle: RePEc:eee:jbrese:v:63:y:2010:i:3:p:232-240
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    Cited by:

    1. Jhalukpreya Surujlal & Ephrem Redda, 2015. "Customer perceptions of technology-based banking services:Influence of demographic variables," Proceedings of International Academic Conferences 1003572, International Institute of Social and Economic Sciences.
    2. Ding, David Xin & Hu, Paul Jen-Hwa & Sheng, Olivia R. Liu, 2011. "e-SELFQUAL: A scale for measuring online self-service quality," Journal of Business Research, Elsevier, vol. 64(5), pages 508-515, May.
    3. Prakash Singh & Lokesh Arora & Abdulaziz Choudhry, 2022. "Consumer Behavior in the Service Industry: An Integrative Literature Review and Research Agenda," Sustainability, MDPI, vol. 15(1), pages 1-30, December.
    4. Yaya Luc Honore Petnji & Marimon Frederic & Fa Marti Casadesus, 2012. "Measuring E-Service Quality: Reviewing E-S-QUAL," Stochastics and Quality Control, De Gruyter, vol. 27(1), pages 19-41, September.
    5. Mohd Naved Khan & Neha Gupta & Manita Matharu & Mohammad Faisal Khan, 2023. "Sustainable E-Service Quality in Tourism: Drivers Evaluation Using AHP-TOPSIS Technique," Sustainability, MDPI, vol. 15(9), pages 1-23, May.
    6. Che Nawi Noorshella & Al Mamun Abdullah & Ahmad Raston Nursalihah, 2015. "Examining the Key Factors Affecting e-Service Quality of Small Online Apparel Businesses in Malaysia," SAGE Open, , vol. 5(2), pages 21582440155, April.
    7. Su-Young Kwak & Woo-Sung Cho & Gil-Am Seok & Seung-Gyun Yoo, 2020. "Intention to Use Sustainable Green Logistics Platforms," Sustainability, MDPI, vol. 12(8), pages 1-17, April.
    8. Ulman, M. & Vostrovský, V. & Tyrychtr, J., 2013. "Agricultural E-Government: Design of Quality Evaluation Method Based on ISO SQuaRE quality Model," AGRIS on-line Papers in Economics and Informatics, Czech University of Life Sciences Prague, Faculty of Economics and Management, vol. 5(4), pages 1-12, December.
    9. Llach, Josep & Marimon, Frederic & Alonso-Almeida, María del Mar & Bernardo, Merce, 2013. "Determinants of online booking loyalties for the purchasing of airline tickets," Tourism Management, Elsevier, vol. 35(C), pages 23-31.
    10. Ladhari, Riadh & Leclerc, André, 2013. "Building loyalty with online financial services customers: Is there a gender difference?," Journal of Retailing and Consumer Services, Elsevier, vol. 20(6), pages 560-569.
    11. Tzu-En Lu & Yi-Hsuan Lee & Jer-Wei Hsu, 2020. "Does Service Recovery Really Work? The Multilevel Effects of Online Service Recovery Based on Brand Perception," Sustainability, MDPI, vol. 12(17), pages 1-23, August.
    12. Hamzah, Zalfa Laili & Syed Alwi, Sharifah Faridah & Othman, Md Nor, 2014. "Designing corporate brand experience in an online context: A qualitative insight," Journal of Business Research, Elsevier, vol. 67(11), pages 2299-2310.
    13. Gonçalves, Helena Milagre Martins, 2013. "Multi-group invariance in a third-order factorial model: Attribute satisfaction measurement," Journal of Business Research, Elsevier, vol. 66(9), pages 1292-1297.

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