Re-assessment of E-S-Qual and E-RecS-Qual in a pure service setting

AKINCI S., Atilgan-Inan E., AKSOY Ş.

JOURNAL OF BUSINESS RESEARCH, vol.63, no.3, pp.232-240, 2010 (SSCI) identifier identifier

  • Publication Type: Article / Article
  • Volume: 63 Issue: 3
  • Publication Date: 2010
  • Doi Number: 10.1016/j.jbusres.2009.02.018
  • Journal Name: JOURNAL OF BUSINESS RESEARCH
  • Journal Indexes: Social Sciences Citation Index (SSCI), Scopus
  • Page Numbers: pp.232-240
  • Keywords: Electronic service quality, E-S-QUAL, E-RecS-QUAL, Online banking, Internet banking, STRUCTURAL EQUATION MODELS, MULTIPLE-ITEM SCALE, E-SATISFACTION, CONSUMER PERCEPTIONS, SITE QUALITY, ONLINE, EXPECTATIONS, TRUST
  • Akdeniz University Affiliated: Yes

Abstract

Understanding and measuring electronic service quality including its dimensions has become crucial since a growing volume of business takes place in the cyber world. This paper focuses on measuring electronic service quality and service recovery issues by means of E-S-QUAL and E-RecS-QUAL scales in a pure service oriented setting and across a culturally different consumer group than the original scale. This research covers 2017 customers' assessment of the electronic service quality offered by 13 banks in Turkey. Findings suggest a refined and more stable version of the E-S-QUAL scale for the internet banks. Comprehensive psychometric tests also suggest that E-RecS-QUAL is an appropriate tool to evaluate online service recovery in consumer research. (C) 2009 Elsevier Inc. All rights reserved.