Measuring quality variations in e-service

Volume: 27, Issue: 2, Pages: 427 - 452
Published: Mar 13, 2017
Abstract
Purpose The purpose of this paper is to develop and validate a multidimensional hierarchical scale for measuring “e-service quality variation.” Design/methodology/approach Based on the psychometric scale-development approach, qualitative and quantitative methods were employed to develop the e-SERVAR scale. A multidimensional hierarchical factor structure of e-SERVAR is proposed, along with a set of preliminary items derived from literature and...
Paper Details
Title
Measuring quality variations in e-service
Published Date
Mar 13, 2017
Volume
27
Issue
2
Pages
427 - 452
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