Di sini aku mau mencoba untuk berbagi paper-paper yang berhasil aku kumpulkan. Rencananya ini akan aku jadikan referensi untuk TA aku nanti. Paper ini ditulis oleh Parasuraman dan Zeithaml.
Oke, semoga bermanfaat..
Using the means-end framework as a theoretical foundation,
this article conceptualizes, constructs, refines, and
tests a multiple-item scale (E-S-QUAL) for measuring the
service quality delivered by Web sites on which customers
shop online. Two stages of empirical data collection revealed
that two different scales were necessary for capturing
electronic service quality. The basic E-S-QUAL scale
developed in the research is a 22-item scale of four dimensions:
efficiency, fulfillment, system availability, and privacy.
The second scale, E-RecS-QUAL, is salient only to
customers who had nonroutine encounters with the sites
and contains 11 items in three dimensions: responsiveness,
compensation, and contact. Both scales demonstrate
good psychometric properties based on findings from a
variety of reliability and validity tests and build on the research
already conducted on the topic. Directions for further
research on electronic service quality are offered.
Managerial implications stemming from the empirical
findings about E-S-QUAL are also discussed.