Modified Importance-Performance Analysis of E-service Quality

Modified Importance-Performance Analysis of E-service Quality

Chu Luo, Lei Shen, Han Gao
Copyright: © 2017 |Pages: 12
DOI: 10.4018/JECO.2017010105
OnDemand:
(Individual Articles)
Available
$37.50
Current Special Offers
No Current Special Offers
TOTAL SAVINGS: $37.50

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.
Article Preview
Top

Literature Review

E-service

There is no unified and comprehensive definition about the e-service concept. Zeithaml (2000) suggests e-service consists of web services that are delivered through the website of each company. According to Rust (2001), e-service is offered by an organization through an electronic system. Parasuraman, Zeithaml and Malhotra (2005) defines that e-service as services offered by an electronic means–normally Internet – and which refer to transactions begun and to a great extent controlled by the consumer. Fassnacht and Koese (2006) summarize two basic dimensions of e-service quality: technical quality and service quality. Barrera and Carrión (2014) summarize two basic properties of e-service: firstly, they are offered through an electronic system; secondly, e-services are technological self-services or self-services based on technology (SSTs).

Complete Article List

Search this Journal:
Reset
Volume 22: 1 Issue (2024)
Volume 21: 1 Issue (2023)
Volume 20: 4 Issues (2022): 2 Released, 2 Forthcoming
Volume 19: 4 Issues (2021)
Volume 18: 4 Issues (2020)
Volume 17: 4 Issues (2019)
Volume 16: 4 Issues (2018)
Volume 15: 4 Issues (2017)
Volume 14: 4 Issues (2016)
Volume 13: 4 Issues (2015)
Volume 12: 4 Issues (2014)
Volume 11: 4 Issues (2013)
Volume 10: 4 Issues (2012)
Volume 9: 4 Issues (2011)
Volume 8: 4 Issues (2010)
Volume 7: 4 Issues (2009)
Volume 6: 4 Issues (2008)
Volume 5: 4 Issues (2007)
Volume 4: 4 Issues (2006)
Volume 3: 4 Issues (2005)
Volume 2: 4 Issues (2004)
Volume 1: 4 Issues (2003)
View Complete Journal Contents Listing