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eTransQual: a transaction process-based approach for capturing service quality in online shopping


Bauer, Hans H.; Falk, Tomas; Hammerschmidt, Maik


Bitte beziehen Sie sich beim Zitieren dieses Dokumentes immer auf folgenden Persistent Identifier (PID):http://nbn-resolving.de/urn:nbn:de:0168-ssoar-5758

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Abstract Existing e-service quality scales mainly focus on goal-oriented e-shopping behavior excluding hedonic quality aspects. As a consequence, these scales do not fully cover all aspects of consumer's quality evaluation. In order to integrate both utilitarian and hedonic e-service quality elements, we apply a transaction process model to electronic service encounters. Based on this general framework capturing all stages of the electronic service delivery process, we develop a transaction process-based scale for measuring service quality (eTransQual). After conducting exploratory and confirmatory factor analysis, we identify five discriminant quality dimensions: functionality/ design, enjoyment, process, reliability and responsiveness. All extracted dimensions of eTransQual show a significant positive impact on important outcome variables like perceived value and customer satisfaction. Moreover, enjoyment is a dominant factor in influencing both relationship duration and repurchase intention as major drivers of customer lifetime value. As a result, we present conceptual and empirical evidence for the need to integrate both utilitarian and hedonic e-service quality elements into one measurement scale.
Thesaurusschlagwörter electronic business; service; quality; scale construction
Klassifikation Wirtschaftssektoren
Methode empirisch
Freie Schlagwörter electronic service quality; online shopping; transaction process; scale developmente
Sprache Dokument Englisch
Publikationsjahr 2006
Seitenangabe S. 866-875
Zeitschriftentitel Journal of Business Research, 59 (2006) 7
Status Veröffentlichungsversion; begutachtet
Lizenz Creative Commons - Namensnennung, Nicht kommerz., Keine Bearbeitung