E-S-Qual A Multiple-Item Scale for Assessing Electronic Service Quality

Standar

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..

Abstract

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.

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5 responses »

  1. assalamu’alaykum mba putri, kalo jurnalnya Parasuraman tapi yang traditional service quality nya ada nda? aku lagi butuh buat TA ku juga..suwun sanget

  2. Apakah dirimu tau artikel2 e-journal internasional yang memuat teori service quality selain parasuraman?
    Daku sudah nyari2 mpe pegel kok nda nemu… Sebenernya univ-ku langganan beberapa international e-journal, tapi yang di kampus lagi gag bisa diakses, kyna masa aktifna habis n lum diupdate…
    Nuwun atas infona, btw…🙂

  3. buat mba Putri Widyastuti…

    aku Tiur, mahasiswi Atma Jaya Jakarta jurusan Manajemen

    saat ini aku sedang buat skripsi dan bahan acuan utama aku adalah jurnal ini “E-S-Qual A Multiple-Item Scale for Assessing Electronic Service Quality”..

    topik yang aku angkat sehubungan dengan jurnal itu mengenai layanan Internet Banking dari suatu bank.

    ada beberapa hal dalam jurnal itu yang belum aku mengerti.

    untuk apa aja pertanyaannya akan aku email ke alamat email mba aja yaaa…

    jadi seandainya memang mba udah ngulik jurnal itu,
    mungkin kita bisa saling tukar pendapat…

    oke mba Putri terima kasih..

    Tiurma

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