E-Service Quality

E-S-QUAL (Electronic Service Quality)

1. Efficiency: The ease and speed of accessing and using the site.

2. Fulfillment: The extent to which the site’s promises about order delivery and item availability are fulfilled.

3. System availability: The correct technical functioning of the site.

4. Privacy: The degree to which the site is safe and protects customer information.

Following the same iterative process used in developing E-S-QUAL, we created an e-recovery service quality scale (E-RecSQUAL) consisting of 11 items on three dimensions: 電子補救服務品質

1. Responsiveness: Effective handling of problems and returns through the site.

2. Compensation: The degree to which the site compensates(補償) customers for problems.

3. Contact: The availability of assistance through telephone or online representatives.

E-S-QUAL
Respondents rated the Web site’s performance on each scale item using a 5-point scale (1 = strongly disagree, 5 = strongly agree).
The items below are grouped by dimension for expositional(說明性的) convenience; they appeared in random order on the survey.
The symbols preceding the items correspond to the variable names in Tables 1 and 5 in the body of the article.

Efficiency
EFF1 This site makes it easy to find what I need.
EFF2 It makes it easy to get anywhere on the site.
EFF3 It enables me to complete a transaction quickly.
EFF4 Information at this site is well organized.
EFF5 It loads its pages fast.
EFF6 This site is simple to use.
EFF7 This site enables me to get on to it quickly.
EFF8 This site is well organized.

System Availability
SYS1 This site is always available for business.
SYS2 This site launches and runs right away.
SYS3 This site does not crash.
SYS4 Pages at this site do not freeze after I enter my order information.

Fulfillment
FUL1 It delivers orders when promised.
FUL2 This site makes items available for delivery within a suitable time frame.
FUL3 It quickly delivers what I order.
FUL4 It sends out the items ordered.
FUL5 It has in stock the items the company claims to have.
FUL6 It is truthful about its offerings.
FUL7 It makes accurate promises about delivery of products.

Privacy
PRI1 It protects information about my Web-shopping behavior.
PRI2 It does not share my personal information with other sites.
PRI3 This site protects information about my credit card.

E-RecS-QUAL
Respondents rated the Web site’s performance on each scale item using a 5-point scale (1 = strongly disagree, 5 = strongly agree). The items below are grouped by dimension for expositional convenience; they appeared in random order on the survey. The symbols preceding the items correspond to the variable names in Table 2 in the body of the article.

Responsiveness
RES1 It provides me with convenient options for returning items.
RES2 This site handles product returns well.
RES3 This site offers a meaningful guarantee.
RES4 It tells me what to do if my transaction is not processed.
RES5 It takes care of problems promptly.

Compensation (賠償)
COM1 This site compensates me for problems it creates.
COM2 It compensates me when what I ordered doesn’t arrive on time.
COM3 It picks up items I want to return from my home or business.

Contact
CON1 This site provides a telephone number to reach the company.
CON2 This site has customer service representatives available online.
CON3 It offers the ability to speak to a live person if there is a problem.

Perceived Value
The value measure consisted of four items; respondents rated the Web site on each item using a scale of 1 (poor) to10 (excellent).

1. The prices of the products and services available at this site (how economical the site is).
2. The overall convenience of using this site.
3. The extent to which the site gives you a feeling of being in control.
4. The overall value you get from this site for your money and effort.

Loyalty Intentions
The loyalty measure consisted of five behavioral items; respondents indicated their likelihood of engaging in each behavior on a 5-point scale (1 = very unlikely, 5 = very likely). How likely are you to . . .

1. Say positive things about this site to other people?
2. Recommend this site to someone who seeks your advice?
3. Encourage friends and others to do business with this site?
4. Consider this site to be your first choice for future transactions?
5. Do more business with this site in the coming months?