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La qualité des sites Web marchands en distribution : proposition d'une échelle de mesure E-Qual

Author

Listed:
  • Sylvie Rolland

    (DRM - Dauphine Recherches en Management - Université Paris Dauphine-PSL - PSL - Université Paris Sciences et Lettres - CNRS - Centre National de la Recherche Scientifique)

  • Déborah Wallet-Wodka

    (DRM - Dauphine Recherches en Management - Université Paris Dauphine-PSL - PSL - Université Paris Sciences et Lettres - CNRS - Centre National de la Recherche Scientifique)

Abstract

The purpose of this article is to present a multi-items scale on Web retail service quality. After reviewing the literature on this subject, two studies are presented. The first study is a qualitative one with a literature review and a series of depth individuals interviews and focus groups of econsumers.This study allows us to identify nine important dimensions to consumers in their assessment of the quality Internet retailers. Theses dimensions are access, easy of use, design, products and services offering, interactivity, security, quality of information, reliability and service recovery. The second study is a quantitative one. After questioning almost 350 web shoppers, this study helps to select the most appropriate dimensions to create a multi-items scale and conduct survey to assess the reliability and the validity of these dimensions. Theoretical and managerial implications are discussed.

Suggested Citation

  • Sylvie Rolland & Déborah Wallet-Wodka, 2003. "La qualité des sites Web marchands en distribution : proposition d'une échelle de mesure E-Qual," Post-Print halshs-00143037, HAL.
    • Handle: RePEc:hal:journl:halshs-00143037
    Note: View the original document on HAL open archive server: https://shs.hal.science/halshs-00143037
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    References listed on IDEAS

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    1. Goodwin, Cathy & Ross, Ivan, 1992. "Consumer responses to service failures: Influence of procedural and interactional fairness perceptions," Journal of Business Research, Elsevier, vol. 25(2), pages 149-163, September.
    2. Ralph L. Keeney, 1999. "The Value of Internet Commerce to the Customer," Management Science, INFORMS, vol. 45(4), pages 533-542, April.
    3. Éric Langeard & Pierre Eiglier, 1988. "Le couple produit-service dans l'offre globale de services aux entreprises," Revue d'Économie Industrielle, Programme National Persée, vol. 43(1), pages 119-128.
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    Cited by:

    1. Christophe Bezes, 2011. "Types de risques perçus et réducteurs de risques dans le commerce électronique : le cas du site Fnac.com," Post-Print hal-02086726, HAL.
    2. 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.

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