عنوان انگلیسی مقاله:

e-SELFQUAL: A scale for measuring online self-service quality

ترجمه عنوان مقاله: مقیاسی برای اندازه گیری کیفیت سلف سرویس آنلاین

رشته: مدیریت

سال انتشار: 2011

تعداد صفحات مقاله انگلیسی: 8 صفحه

منبع: الزویر و ساینس دایرکت

نوع فایل: pdf

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چکیده مقاله

The measurement of online self-service quality has become increasingly crucial as firms deliver an expanding array of services through their Web sites. Substantial research examines online services using salient scales primarily developed for personnel-orchestrated, face-to-face services; several recently developed scales that target online services focus on important information and/or system characteristics but do not consider eretailers’ fundamental roles holistically. The reported research synthesizes relevant previous research and proposes a conceptual framework to examine the quality of online self-services in e-retailing. The proposed framework then guides a scale development effort that includes a series of pilot and validation studies. The resulting scale, e-SELFQUAL, provides a means for examining the relationships between online service quality and customer satisfaction, as well as loyalty in e-retailing. This study has several important implications for research and business practice.

Keywords: Service quality, Self-services, Online shopping, Scale development

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