Dimensions and outcomes of electronic service quality in the GCC countries

Abstract

Purpose The rapid growth of e-commerce and the increasing importance of online services have prompted the need for managers to understand what consumers value most in online transactions and how to measure electronic service quality (E-SQ). This study aims to conduct a comprehensive review of relevant research publications in the Gulf Cooperation Council countries and propose an agenda for future research to enhance this knowledge. Design/methodology/approach The study uses a blended approach between the PRISMA-ScR methodology and Tranfield et al.’s (2003) approach to ensure a rigorous and thorough review of the literature. Findings By identifying the antecedents and outcomes of E-SQ, this study develops a classification framework that highlights the main gaps in the current literature and provides guidance for future research in the region. Practical implications The findings presented in this paper contribute to the knowledge base for management professionals seeking to enhance E-SQ in practice. Originality/value To the best of the authors’ knowledge, this is the first paper to summarize the state of E-SQ in the Gulf region.