The Instrument for Evaluating E-Service Quality

Abstract

This paper seeks to develop and test empirically the instrument for evaluating e-service quality. During scientific literature analysis we identified 14 e-service quality dimensions forming three scales: 1) a core e-service quality scale, 2) e-service quality recovery scale, and 3) website quality scale. These scales were tested empirically in quantitative research using online survey method. However, the empirical research results do not supported the suggested three scales. The findings show that e-service quality from customers’ perspective is a four-dimensional construct, i.e. composed of four dimensions: 1) compensation, 2) responsiveness and fulfillment, 3) website operation, and 4) reliability. The exploratory and confirmatory factor analysis confirmed the validity and reliability of the four-dimensional construct. Thus, the instrument is recommended for evaluation of e-service quality.