Welcome to the InfoSci Platform
Reference Hub5
Development of an E-Service Quality Model (eSQM) to Assess the Quality of E-Service

Development of an E-Service Quality Model (eSQM) to Assess the Quality of E-Service

Hamed Taherdoost, Ali Hassan
Copyright: © 2020 |Pages: 31
ISBN13: 9781522596974|ISBN10: 1522596976|ISBN13 Softcover: 9781522596981|EISBN13: 9781522596998
DOI: 10.4018/978-1-5225-9697-4.ch011
Cite Chapter Cite Chapter

MLA

Taherdoost, Hamed, and Ali Hassan. "Development of an E-Service Quality Model (eSQM) to Assess the Quality of E-Service." Strategies and Tools for Managing Connected Consumers, edited by Ree Chan Ho, IGI Global, 2020, pp. 177-207. https://doi.org/10.4018/978-1-5225-9697-4.ch011

APA

Taherdoost, H. & Hassan, A. (2020). Development of an E-Service Quality Model (eSQM) to Assess the Quality of E-Service. In R. Ho (Ed.), Strategies and Tools for Managing Connected Consumers (pp. 177-207). IGI Global. https://doi.org/10.4018/978-1-5225-9697-4.ch011

Chicago

Taherdoost, Hamed, and Ali Hassan. "Development of an E-Service Quality Model (eSQM) to Assess the Quality of E-Service." In Strategies and Tools for Managing Connected Consumers, edited by Ree Chan Ho, 177-207. Hershey, PA: IGI Global, 2020. https://doi.org/10.4018/978-1-5225-9697-4.ch011

Export Reference

Mendeley
Favorite

Abstract

E-service quality is known as a critical factor for successful implementation and decent performance of any business in electronic environment. Although many researches have been carried out in the field of service quality, there is a clear need for a theoretical model that integrates all aspects of e-service quality. This chapter responded to this need by developing a theoretical model to assess the quality of e-service. In the first phase, e-service quality dimensions were extracted from the literature. Exploratory factor analysis was applied to cluster the factors effectively in developing the conceptual model. Confirmatory approach was conducted with structural equation modeling to test and validate the proposed model. The contribution of this research is the integration of various relevant dimensions affecting e-service quality into a unified e-service quality model (eSQM).

Request Access

You do not own this content. Please login to recommend this title to your institution's librarian or purchase it from the IGI Global bookstore.