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E-Service Quality: A Meta-Analytic Review

Author

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  • Blut, Markus
  • Chowdhry, Nivriti
  • Mittal, Vikas
  • Brock, Christian

Abstract

The dominance of the internet as a shopping and distribution channel also necessitates an understanding of e-service quality. Using means-ends-chain theory, we develop a conceptual framework to understand the different models and the associated multiple measures that have been developed to examine this construct. We test the measures empirically using meta-analytic techniques. We also summarize the impact of e-service quality on key outcomes—customer satisfaction, repurchase intentions, and word-of-mouth, as well as the moderating impact of three contextual factors: country culture, regulatory environment, and industry context. Results indicate that e-service quality has four underlying dimensions (website design, fulfilment, customer service, and security/privacy) though their relevance for overall e-service quality is moderated by country-specific (uncertainty avoidance, masculinity, power distance, individualism), regulatory environment-specific (financial secrecy, rule of law), and industry-specific (services/goods, retailing/banking) factors as well as research-design factors.

Suggested Citation

  • Blut, Markus & Chowdhry, Nivriti & Mittal, Vikas & Brock, Christian, 2015. "E-Service Quality: A Meta-Analytic Review," Journal of Retailing, Elsevier, vol. 91(4), pages 679-700.
    • Handle: RePEc:eee:jouret:v:91:y:2015:i:4:p:679-700
    DOI: 10.1016/j.jretai.2015.05.004
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    References listed on IDEAS

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