IDEAS home Printed from https://ideas.repec.org/a/sae/vision/v27y2023i3p376-385.html
   My bibliography  Save this article

Online Retail Service Quality: Scale Development and Validation

Author

Listed:
  • Biranchi Narayan Swar
  • Rajesh Panda

Abstract

The growth of online retailing has created an opportunity to create a scale specifically for online retail services. At the same time, the increasing rate of internet penetration in India coupled with electronic banking and wallets has formed new market place for many online retailers. In this context, to gain competitive advantage, the online retailers should provide better service quality. Thus, the present research tries to know the various constructs of retail service quality (RSQ) in online format and develop a measurement scale. The study has borrowed the constructs from ‘Retail Service Quality’ (RSQ) and ‘Technology Acceptance Model’ (TAM). For this purpose, we collected data from 600 respondents. The scale has been confirmed and validated by using CFA. The study confirmed that online RSQ (ORSQ) scale consists of four constructs: ‘Ease of Use’, ‘Problem Solving’, ‘Policy’ and ‘Reliability’ with 18 variables. The article has concluded and validated a scale for ORSQ which can help the online retailers to design their service offering. The implications of the ORSQ scale for practitioners, as well as for future research, are discussed in this article.

Suggested Citation

  • Biranchi Narayan Swar & Rajesh Panda, 2023. "Online Retail Service Quality: Scale Development and Validation," Vision, , vol. 27(3), pages 376-385, June.
    • Handle: RePEc:sae:vision:v:27:y:2023:i:3:p:376-385
    DOI: 10.1177/09722629211011282
    as

    Download full text from publisher

    File URL: https://journals.sagepub.com/doi/10.1177/09722629211011282
    Download Restriction: no
    File URL: https://libkey.io/10.1177/09722629211011282?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    References listed on IDEAS

    as
    1. Mohammed Hossain & Shirley Leo, 2009. "Customer perception on service quality in retail banking in Middle East: the case of Qatar," International Journal of Islamic and Middle Eastern Finance and Management, Emerald Group Publishing Limited, vol. 2(4), pages 338-350, November.
    2. Czepiel, John A., 1990. "Service encounters and service relationships: Implications for research," Journal of Business Research, Elsevier, vol. 20(1), pages 13-21, January.
    3. Mohammed Hossain & Shirley Leo, 2009. "Customer perception on service quality in retail banking in Middle East: the case of Qatar," International Journal of Islamic and Middle Eastern Finance and Management, Emerald Group Publishing Limited, vol. 2(4), pages 338-350, November.
    4. Mohammed Hossain & Shirley Leo, 2009. "Customer perception on service quality in retail banking in Middle East: the case of Qatar," International Journal of Islamic and Middle Eastern Finance and Management, Emerald Group Publishing Limited, vol. 2(4), pages 338-350, November.
    5. Léo-Paul Dana & Hervé Dumez, 2015. "Qualitative research revisited: epistemology of a comprehensive approach," International Journal of Entrepreneurship and Small Business, Inderscience Enterprises Ltd, vol. 26(2), pages 154-170.
    6. repec:dau:papers:123456789/4623 is not listed on IDEAS
    7. Fred D. Davis & Richard P. Bagozzi & Paul R. Warshaw, 1989. "User Acceptance of Computer Technology: A Comparison of Two Theoretical Models," Management Science, INFORMS, vol. 35(8), pages 982-1003, August.
    8. Weihua Wang & Saebum Kim, 2019. "Lady first? The gender difference in the influence of service quality on online consumer behavior," Nankai Business Review International, Emerald Group Publishing Limited, vol. 10(3), pages 408-428, January.
    9. S. Rolland & Ina Freeman, 2010. "A new measure of e-service quality in France," Post-Print hal-00576616, HAL.
    10. Léo Paul Dana & Hervé Dumez, 2015. "Qualitative research revisited: epistemology of a comprehensive approach," Post-Print hal-01508985, HAL.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Gouthier, Matthias & Weimann, Jürgen, 2017. "Kundenbegeisterung durch herausragende Service-Erlebnisse - Einsatz von Service Excellence bei Banken," Marketing Review St.Gallen, Universität St.Gallen, Institut für Marketing und Customer Insight, vol. 34(1), pages 28-35.
    2. S. Ananda & Raghavendra Prasanna Kumar & Dharmendra Singh, 2023. "A mediation analysis of perceived service quality, customer satisfaction and customer engagement in the banking sector," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 28(3), pages 570-584, September.
    3. Joseph I. Uduji & Elda N. Okolo-Obasi, 2021. "Empowerment of Rural Young People in Informal Farm Entrepreneurship: The Role of Corporate Social Responsibility in Nigeria’s Oil Producing Communities," Working Papers 21/033, European Xtramile Centre of African Studies (EXCAS).
    4. Joseph I. Uduji & Elda N. Okolo-Obasi, 2021. "Empowerment of Rural Young People in Informal Farm Entrepreneurship: The Role of Corporate Social Responsibility in Nigeria’s Oil Producing Communities," Working Papers of the African Governance and Development Institute. 21/033, African Governance and Development Institute..
    5. Fadil Sahiti, 2021. "Institutions and entrepreneurial activity: a comparative analysis of Kosovo and other economies," Journal of Entrepreneurship and Public Policy, Emerald Group Publishing Limited, vol. 10(1), pages 98-119, February.
    6. Veland Ramadani & Léo-Paul Dana & Nora Sadiku-Dushi & Vanessa Ratten & Dianne H. B. Welsh, 2017. "Decision-Making Challenges of Women Entrepreneurship in Family Business Succession Process," Journal of Enterprising Culture (JEC), World Scientific Publishing Co. Pte. Ltd., vol. 25(04), pages 411-439, December.
    7. Laura Broccardo & Elisa Truant & Lèo‐Paul Dana, 2023. "The sustainability orientation in the wine industry: An analysis based on age as a driver," Corporate Social Responsibility and Environmental Management, John Wiley & Sons, vol. 30(3), pages 1300-1313, May.
    8. Simplice Asongu & Joseph Nnanna, 2020. "Inclusive human development in sub-Saharan Africa," Journal of Enterprising Communities: People and Places in the Global Economy, Emerald Group Publishing Limited, vol. 14(2), pages 183-200, May.
    9. Anne Albert-Cromarias & Catherine dos Santos, 2020. "Coopetition between French healthcare providers: an analysis in terms of proximity," Post-Print hal-02513403, HAL.
    10. Christophe Bezes & Bertrand Belvaux, 2012. "Which elements of differentiation for commercial websites? A transmitted image approach [Quels éléments de différenciation pour les sites web marchands ? Une approche par l'image transmise]," Post-Print hal-02086743, HAL.
    11. Siwale, Juliana & Gurău, Călin & Aluko, Olu & Dana, Léo-Paul & Ojo, Sanya, 2023. "Toward understanding the dynamics of the relationship between religion, entrepreneurship and social change: Empirical findings from technology-savvy African immigrants in UK," Technological Forecasting and Social Change, Elsevier, vol. 186(PB).
    12. Joseph I. Uduji & Elda N. Okolo-Obasi & Simplice A. Asongu, 2020. "Women’s Participation in the Offshore and Inshore Fisheries Entrepreneurship: the Role of CSR in Nigeria’s Oil Coastal Communities," Working Papers 20/012, European Xtramile Centre of African Studies (EXCAS).
    13. Dana, Léo-Paul & Salamzadeh, Aidin & Mortazavi, Samira & Hadizadeh, Morteza & Zolfaghari, Mahnaz, 2022. "Strategic Futures Studies and Entrepreneurial Resiliency: A Focus on Digital Technology Trends and Emerging Markets," TEC Empresarial, School of Business, Costa Rica Institute of Technology (ITCR), vol. 16(1), pages 87-100.
    14. John E. Meador & David J. O’Brien & Michael L. Cook & Greg Grothe & LuAnn Werner & Daniel Diang’a & Rebecca M. Savoie, 2016. "Building Sustainable Smallholder Cooperatives in Emerging Market Economies: Findings from a Five-Year Project in Kenya," Sustainability, MDPI, vol. 8(7), pages 1-15, July.
    15. Vakulenko, Yulia & Hellström, Daniel & Hjort, Klas, 2018. "What's in the parcel locker? Exploring customer value in e-commerce last mile delivery," Journal of Business Research, Elsevier, vol. 88(C), pages 421-427.
    16. Joseph I. Uduji & Elda N. Okolo-Obasi & Simplice A. Asongu, 2020. "Women’s Participation in the Offshore and Inshore Fisheries Entrepreneurship: the Role of CSR in Nigeria’s Oil Coastal Communities," Working Papers of the African Governance and Development Institute. 20/012, African Governance and Development Institute..
    17. Joseph I. Uduji & Elda N. Okolo-Obasi, 2021. "Empowerment of Rural Young People in Informal Farm Entrepreneurship: The Role of Corporate Social Responsibility in Nigeria’s Oil Producing Communities," Research Africa Network Working Papers 21/033, Research Africa Network (RAN).
    18. Broccardo, Laura & Truant, Elisa & Dana, Léo-Paul, 2023. "The interlink between digitalization, sustainability, and performance: An Italian context," Journal of Business Research, Elsevier, vol. 158(C).
    19. Hundera, Mulu, 2019. "Role conflict, coping strategies and female entrepreneurial success in sub-Saharan Africa," Other publications TiSEM 3e263b0c-3bf3-474a-8a20-b, Tilburg University, School of Economics and Management.
    20. Truant, Elisa & Broccardo, Laura & Dana, Léo-Paul, 2021. "Digitalisation boosts company performance: an overview of Italian listed companies," Technological Forecasting and Social Change, Elsevier, vol. 173(C).

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:sae:vision:v:27:y:2023:i:3:p:376-385. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: SAGE Publications (email available below). General contact details of provider: .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.