[论文解读] From Service Quality to E-Service Quality: Measurement, Dimensions and Model

Salome O. Ighomereho, Afolabi A. Ojo+2 more|arXiv (Cornell University)|Apr 29, 2022

Technology Adoption and User Behaviour被引用 27

一句话总结

本文提出七维电子服务质量模型，并发现可靠性、 安全性、 履行、 易用性 和 响应性 是 尼日利亚 拉各斯 电子渠道 总体电子服务质量 的关键驱动因素。

ABSTRACT

With the global increase in online services, there is a paradigm shift from service quality to e-service quality. In order to sustain this strategic change, there is need to measure and evaluate the quality of e-services. Consequently, the paper seeks to determine the relevant e-service quality dimensions for e-channels. The aim is to generate a concise set of dimensions that managers can use to measure e-service quality. The paper proposed an e-service quality model comprising seven e-service quality dimensions (website appearance, ease of use, reliability, security, personalisation, fulfilment and responsiveness) and overall e-service quality. The study employed a cross-sectional research design and quantitative research approach. The data were collected via a questionnaire from 400 e-channel users in Lagos State, Nigeria. However, 318 copies of the questionnaire were found useful. The data were analysed using mean, frequency, percentages, correlation and multiple regression analysis. The results revealed that the relevant e-service quality dimensions influencing overall e-service quality are reliability, security, fulfilment, ease of use and responsiveness. These e-service quality dimensions are expected to provide information for managers to evaluate and improve their e-channel service delivery.

研究动机与目标

• 推动在线服务质量从传统服务质量向电子服务质量的转变。
• 确定电子渠道相关的电子服务质量维度。
• 开发一个简明、便于管理者使用的电子服务质量测量模型。
• 提供实证证据以指导电子渠道服务交付的评估与改进。

提出的方法

• 横截面研究设计。
• 以结构化问卷为基础的定量研究。
• 数据来自尼日利亚拉各斯州的400名电子渠道用户；可用答卷318份。
• 使用均值、频率、百分比、相关性和多元回归进行分析。
• 确定七个电子服务质量维度：网站外观、易用性、可靠性、安全性、个性化、履行和响应性。

实验结果

研究问题

• RQ1 电子渠道相关的电子服务质量维度有哪些？
• RQ2 这些维度中哪些对总体电子服务质量的影响最大？
• RQ3 管理者如何衡量并解读电子服务质量，以改善电子渠道的服务交付。

主要发现

• 所提出的电子服务质量模型包含七个维度：网站外观、易用性、可靠性、安全性、个性化、履行和响应性。
• 可靠性、安全性、履行、易用性和响应性显著影响总体电子服务质量。
• 结果为管理者评估和改进电子渠道服务交付提供可执行的信息。
• 本研究采用定量方法与回归分析来确定各维度对总体电子服务质量的影响。