Show simple item record

dc.contributor.authorRolland, Sylvie
dc.contributor.authorFreeman, Ina
dc.date.accessioned2010-07-20T12:49:49Z
dc.date.available2010-07-20T12:49:49Z
dc.date.issued2010
dc.identifier.urihttps://basepub.dauphine.fr/handle/123456789/4623
dc.language.isoenen
dc.subjectFranceen
dc.subjectInternet shoppingen
dc.subjectElectronic commerceen
dc.subjecttesting and instrumentsen
dc.subjectMeasurementen
dc.subjectCustomer services qualityen
dc.subject.ddc658.8en
dc.subject.classificationjelL81en
dc.subject.classificationjelM31en
dc.titleA new measure of e-service quality in Franceen
dc.typeArticle accepté pour publication ou publié
dc.description.abstractenPurpose – The purpose of this paper is to design, develop and evaluate a reliable and valid scale for the measurement of online retail service quality, specifically in the French context. Design/methodology/approach – Study 1 derived scale items from the literature by content analysis. Study 2 extracted items from two quantitative data sets, gathered by questionnaire from 172 and 125 online shoppers, by exploratory factor and reliability analyses. Study 3 applied psychometric testing and confirmatory factor analysis to data from a survey of 178 e-shoppers. Findings – The outcome is “E-tail SQ”, a 15-item scale to measure five key user values (labelled ease of use, information content, fulfilment reliability, security/privacy and post-purchase customer service). These scale items derived from French data are found to be similar to those identified in previous international studies, except that French e-shoppers place more emphasis than their English-speaking counterparts on internet security and privacy of personal information. Research limitations/implications – The sample profiles place limits on the applicability of the scale across markets and service categories. Further research must be conducted to improve its external validity. Practical implications – “E-tail SQ” can help online retailers in the French marketplace to measure service quality delivered, and thereby to improve it, and may be transferable to other national markets. Originality/value – This new scale for the measurement of service quality in a specific cultural environment offers online retailers a framework within which to manage their web-based relationships with a growing number of online shoppers.en
dc.relation.isversionofjnlnameInternational Journal of Retail and Distribution Management
dc.relation.isversionofjnlvol38en
dc.relation.isversionofjnlissue7en
dc.relation.isversionofjnldate2010
dc.relation.isversionofjnlpages497-517en
dc.relation.isversionofdoihttp://dx.doi.org/10.1108/09590551011052106en
dc.description.sponsorshipprivateouien
dc.relation.isversionofjnlpublisherEmeralden
dc.subject.ddclabelMarketingen


Files in this item

FilesSizeFormatView

There are no files associated with this item.

This item appears in the following Collection(s)

Show simple item record