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  • Existing e-service quality scales mainly focus on goal-oriented e-shopping behavior excluding hedonic quality aspects. As a consequence, these scales do not fully cover all aspects of consumer's quality evaluation. In order to integrate both utilitarian and hedonic e-service quality elements, we apply a transaction process model to electronic service encounters. Based on this general framework capturing all stages of the electronic service delivery process, we develop a transaction process-based scale for measuring service quality (eTransQual). After conducting exploratory and confirmatory factor analysis, we identify five discriminant quality dimensions: functionality/ design, enjoyment, process, reliability and responsiveness. All extracted dimensions of eTransQual show a significant positive impact on important outcome variables like perceived value and customer satisfaction. Moreover, enjoyment is a dominant factor in influencing both relationship duration and repurchase intention as major drivers of customer lifetime value. As a result, we present conceptual and empirical evidence for the need to integrate both utilitarian and hedonic e-service quality elements into one measurement scale. (xsd:string)
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  • 2006 (xsd:gyear)
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  • 2006 (xsd:gyear)
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  • en (xsd:string)
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  • 7 (xsd:string)
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  • eTransQual: a transaction process-based approach for capturing service quality in online shopping (xsd:string)
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  • Zeitschriftenartikel (xsd:string)
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  • GESIS-SSOAR (xsd:string)
  • In: Journal of Business Research, 59, 2006, 7, 866-875 (xsd:string)
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  • urn:nbn:de:0168-ssoar-5758 ()
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  • 59 (xsd:string)