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Measure Service Quality In E-Commerce Context: A Review Of Measurement Scale And Perspectives
[Mesurer La Qualite De Service D'Un Site E-Marchand : État De L'Art Des Echelles De Mesure Et Perspectives De Recherche]

Author

Listed:
  • Linh Nguyen

    (COACTIS - COnception de l'ACTIon en Situation - UL2 - Université Lumière - Lyon 2 - UJM - Université Jean Monnet - Saint-Étienne)

  • Odile Chanut

    (COACTIS - COnception de l'ACTIon en Situation - UL2 - Université Lumière - Lyon 2 - UJM - Université Jean Monnet - Saint-Étienne)

Abstract

The main objective of this paper is to identify and analyze the most common models and methods for measuring e-service quality applied in B2C e-commerce. Based on the research method of systematic literature review over the last fifteen years, the paper analyzes (a) the methodological issues involved in developing measurement scales and (b) issues related to the dimensions of this construct. The results underline that alongside the dimensions of the experience spent on the site (ease of use, security / confidentiality, quality of content, design), consumers are now particularly sensitive to logistics services offered by commercial sites. E-merchand understand this and build their competitive advantages over logistics performance. Logistics dimensions have been progressively taken account in several e-service quality models. More research is expected to further integrate the dimensions related to the post-sale phase part of the purchasing process (modalities, fluidity and reliability of deliveries, order traceability, returns etc.) for measuring e-service quality applied in B2C e-commerce.

Suggested Citation

  • Linh Nguyen & Odile Chanut, 2018. "Measure Service Quality In E-Commerce Context: A Review Of Measurement Scale And Perspectives [Mesurer La Qualite De Service D'Un Site E-Marchand : État De L'Art Des Echelles De Mesure Et Perspecti," Post-Print hal-01812214, HAL.
    • Handle: RePEc:hal:journl:hal-01812214
    Note: View the original document on HAL open archive server: https://hal.science/hal-01812214
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    References listed on IDEAS

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    1. repec:dau:papers:123456789/4623 is not listed on IDEAS
    2. S. Rolland & Ina Freeman, 2010. "A new measure of e-service quality in France," Post-Print hal-00576616, HAL.
    3. Ladhari, Riadh, 2010. "Developing e-service quality scales: A literature review," Journal of Retailing and Consumer Services, Elsevier, vol. 17(6), pages 464-477.
    4. 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.
    5. Bressolles, Grégory & Durrieu, François & Senecal, Sylvain, 2014. "A consumer typology based on e-service quality and e-satisfaction," Journal of Retailing and Consumer Services, Elsevier, vol. 21(6), pages 889-896.
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