The expert experience in adopting the E-S-QUAL scale

Abstract

This paper aims to identify and discuss some key conceptual and empirical issues that should be considered while adopting a generic scale, such as E-S-QUAL, to evaluate service quality. A collection of the 21 most relevant papers that have previously used the scale were retrieved from the leading databases. The authors involved in these papers were invited to share their experience in the use of the scale through a Delphi methodology. The experts agreed on many points related to the conceptualisation and empirical issues. Some of the most important points are the following: there was consensus that the ‘Fulfilment’ dimension is one of the prominent dimensions only for those websites that sell and deliver physical goods. Moreover, due to the high speed in the development of technology and telecommunication, the experts agreed that the Efficiency dimension must be updated. It was also agreed that the causes of instability in a number of dimensions are not only due to the service industry analysed but also due to the factors of such analysis methodology used across studies. The results of this study will increase the knowledge and the confidence that researchers and practitioners have when they use the scale in their subsequent studies.