A Proposed Conceptualization of Electronic Service Quality as a Higher-Order Formative-Indicator Construct

Abstract

The conceptualization and measurement of service quality delivery through electronic channels has attracted significant research attention in recent years. Electronic commerce in general and online retailing in particular continue to expand at a staggering rate. The enormous growth in the number of companies that engage in online activities has resulted in an extremely competitive electronic marketplace. Whereas low price and Web presence were initially considered as the key drivers of success, firms soon realize that the provision of high quality services is the primary source of competitive advantage in online channels. By providing a high level of electronic service quality (e-SQ), companies can strengthen customers’ satisfaction and loyalty, and encourage repeat visits and purchases. Naturally, the definition and measurement of e-SQ became a primary issue of concern among academic researchers and business practitioners. In light of these developments, the main objective of this study is to develop and empirically test a measurement model of e-SQ.