E-Service Quality: A Meta-Analytic Review

Journal of Retailing, Forthcoming

62 Pages Posted: 15 Jul 2015

See all articles by Markus Blut

Markus Blut

University of Newcastle - Business School

Nivriti Chowdhry

Rice University - Jesse H. Jones Graduate School of Business

Vikas Mittal

Rice University

Christian Brock

University of Rostock

Multiple version iconThere are 2 versions of this paper

Date Written: 2015

Abstract

The dominance of the internet as a shopping and distribution channel also necessitates an understanding of e-service quality. Using means-ends-chain theory, we develop a conceptual framework to understand the different models and the associated multiple measures that have been developed to examine this construct. We test the measures empirically using meta-analytic techniques. We also summarize the impact of e-service quality on key outcomes — customer satisfaction, repurchase intentions, and word-of-mouth, as well as the moderating impact of three contextual factors: country culture, regulatory environment, and industry context. Results indicate that e-service quality has four underlying dimensions (website design, fulfilment, customer service, and security/privacy) though their relevance for overall e-service quality is moderated by country-specific (uncertainty avoidance, masculinity, power distance, individualism), regulatory environment-specific (financial secrecy, rule of law), and industry-specific (services/goods, retailing/banking) factors as well as research-design factors.

Suggested Citation

Blut, Markus and Chowdhry, Nivriti and Mittal, Vikas and Brock, Christian, E-Service Quality: A Meta-Analytic Review (2015). Journal of Retailing, Forthcoming, Available at SSRN: https://ssrn.com/abstract=2630428

Markus Blut (Contact Author)

University of Newcastle - Business School ( email )

Newcastle upon Tyne, NE1 7RU
United Kingdom

Nivriti Chowdhry

Rice University - Jesse H. Jones Graduate School of Business ( email )

Houston, TX
United States
7133481790 (Phone)

Vikas Mittal

Rice University ( email )

6100 South Main Street
250 McNair
Houston, TX 77005-1892
United States

Christian Brock

University of Rostock ( email )

Postfach 10 08 88
Rostock, 18055
Germany

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