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Modified Importance-Performance Analysis of E-service Quality

Author

Listed:
  • Chu Luo

    (Donghua University, Shanghai, China)

  • Lei Shen

    (Donghua University, Shanghai, China)

  • Han Gao

    (Donghua University, Shanghai, China)

Abstract

This study develops a comprehensive framework of e-service quality, and measures the e-service quality based on modified importance-performance analysis. Based on 300 consumer surveys of four popular retail websites, this study develops an e-service quality scale derived from previous studies, and compares the importance and performance of e-service quality by “regression coefficient approach” and “partial correlation approach”. Modified importance-performance analysis covers the verification of reliability and validity with critical statistical analysis, and offers different e-service quality management strategies for each attribute depending on the quadrant that it is positioned in both “regression coefficient approach” and “partial correlation approach”. 5 attributes are in the “concentrate here” quadrant. 1 attribute is in the “keep up the good work” quadrant. 2 attributes are in the “low priority” quadrant. 7 attributes are in the “possible overkill” quadrant. The results help practitioners to identify what problems exist, and formulate strategies to meet the consumers' needs.

Suggested Citation

  • Chu Luo & Lei Shen & Han Gao, 2017. "Modified Importance-Performance Analysis of E-service Quality," Journal of Electronic Commerce in Organizations (JECO), IGI Global, vol. 15(1), pages 84-95, January.
    • Handle: RePEc:igg:jeco00:v:15:y:2017:i:1:p:84-95
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    Cited by:

    1. Ilyas Masudin & Yulyetha Kurnia Putri Hanifah & Shanty Kusuma Dewi & Dian Palupi Restuputri & Dwi Iryaning Handayani, 2022. "Customer Perception of Logistics Service Quality Using SIPA and Modified Kano: Case Study of Indonesian E-Commerce," Logistics, MDPI, vol. 6(3), pages 1-23, July.

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