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This research aims to provide insight on the interactive effects of service quality and e-service quality on perceptions of retailer brand equity and also extend and test the efficacy of Baker ' s service environment typology in both offline and online service experiences.

A within-subjects, simulated shopping experience immerses consumers in both offline and online shopping environments and, subsequently, consumers are surveyed regarding both offline and online quality as well as aggregated evaluations of retailer brand equity.

Results demonstrate that consumer perceptions of offline and online service quality have a positive effect on retailer brand equity and service quality and e-service quality interact, such that e-service quality has a stronger effect on brand equity offline quality is low. The results also support the application of offline service environment frameworks for online retailing.

The results demonstrate the applicability of Baker ' s typology in both online and offline environments and reveal that customer perceptions of offline and online operations can interact to affect global attitudes toward the retailer.

The results suggest that retailers can improve quality perceptions by enhancing both their offline and online service environments and that these quality improvements can result in enhanced consumer perceptions of brand equity.

This study provides a first look at the applicability of offline frameworks for the service environment in an online context. Moreover, the results provide an initial assessment of how consumers update global attitudes toward a brand by consolidating perceptions across both offline and online interactions.

The purpose of this paper is to compare the e‐service quality perceptions of US and South Korean consumers in relation to overall e‐service quality, e‐satisfaction, and e‐loyalty to understand geographic and cultural differences in relation to the international expansion of e‐business.

The data for the study were collected from college‐age internet users in the USA and Korea. A total of 361 questionnaires were deemed as usable for data analysis. Regression analyses were used to test the conceptual model.

Privacy and efficiency significantly affected overall e‐service quality and e‐satisfaction for respondents in both Korea and the USA. As for Korean respondents, system availability and fulfillment were significant factors that affected overall e‐satisfaction. The relationships among overall e‐service quality, e‐satisfaction, and e‐loyalty were positively significant between the two countries.

Using two sets of data from the USA and Korea, the paper examined important e‐service quality dimensions in producing overall e‐service quality and e‐satisfaction which in turn influence e‐loyalty based on respondents' actual shopping experience. The dimensions identified in the study are based on a full assessment of an e‐service experience. Global e‐retailers can use the dimensions identified by the paper to better assess their service performance on an international level.

The paper is unique in that it is one of the first cross‐cultural examinations of how consumers in two different countries perceived e‐service quality using e‐SQ scale developed by Parasuraman et al.

The study focuses on the core issue faced by bankers on how to retain existing customers who have encountered an e-service failure and who are skeptical about the justice received through the service recovery process. It further endeavors to create an internal bench-marking model for assessing e-service recovery satisfaction.

By the experimental study, the authors confirm a measurement model using structural equation modeling for examining the impact of perceived service recovery quality antecedents on e-service recovery satisfaction moderated by perceived justice. In total, responses from 399 e-banking customers, who had experienced a e-service failure, were recorded using a 5-point Likert scale with a structured questionnaire.

The perceived e-service recovery quality antecedents identified were perceived information quality, digital commitment, perceived employee performance and perceived service orientation of organization. The empirical results revealed that “perceived information quality” was the most significant predictor of e-service recovery satisfaction. Perceived justice moderates the relation between perceived service recovery quality and e-service recovery satisfaction.

The research does not contemplate the e-service recovery satisfaction of customers who have undergone multiple service failures.

The conclusions of the investigation suggest that the four antecedents of perceived e-service recovery quality model are suitable instruments for creating benchmarks for e-service recovery satisfaction for banks, and that perceived justice moderates the relationship between e-service recovery quality and e-service recovery satisfaction. Therefore, policymakers in banks can use this model to assess the e-service recovery quality, and they ought to enhance the perceived justice feel of the customers who have experienced a service failure.

There remains scarcity of empirical research focusing on perceived information quality and digital commitment as antecedents of perceived e-service recovery quality and its effect on e-service recovery satisfaction in the banking context. Furthermore, similar studies within the banking sector have rarely considered perceived justice as a moderator variable. Hence, this paper attempts to accomplish the research gap by empirically testing the e-service recovery satisfaction level of a large sample of the population toward four antecedents of perceived e-service recovery quality rendered by banks and create a benchmark model to ascertain e-service recovery satisfaction.

The purpose of this paper is to develop and validate a multidimensional hierarchical scale for measuring “e-service quality variation.”

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 the qualitative study. Furthermore, the Yahoo website in Taiwan was chosen to be the target e-service website for data collection to develop the e-SERVAR scale. A series of statistical methods (i.e. item-to-total correlations, exploratory factor analyses, CFAs and structural equation modeling) were adopted to verify construct reliability and validity as well as nomological validity of the scale.

A 41-item e-SERVAR scale based on the structure of a hierarchical factor model was developed that contains three primary dimensions (i.e. information, system and fulfillment) and nine subdimensions (information accuracy, information quantity, information timeliness, information usefulness, system reliability, system security, merchandise quality, merchandise delivery timeliness and merchandise security).

The results of this study help managers identify sources of quality variability and design efficacious strategies to reduce such variability in order to improve the overall e-service quality.

Prior research of e-service quality has paid less attention to the role of e-service quality variability. Discussion of e-service quality variability was mainly conceptual in nature. This research presents the e-SERVAR scale as a measurement tool that provides a new avenue for researchers to study how to improve e-service quality by measuring service variability.

The concept and practice of e-services has become essential in business transactions. Yet there are still many organizations that have not developed e-services optimally. This is especially relevant in the context of Indonesian Airline companies. Therefore, many airline customers in Indonesia are still in doubt about it, or even do not use it. To fill this gap, this study attempts to develop a model for e-services adoption and empirically examines the factors influencing the airlines customers in Indonesia in using e-services offered by the Indonesian airline companies. Taking six Indonesian airline companies as a case example, the study investigated the antecedents of e-services usage of Indonesian airlines. This study further examined the impacts of motivation on customers in using e-services in the Indonesian context. Another important aim of this study was to investigate how ages, experiences and geographical areas moderate effects of e-services usage.

The study adopts a positivist research paradigm with a two-phase sequential mixed method design involving qualitative and quantitative approaches. An initial research model was first developed based on an extensive literature review, by combining acceptance and use of information technology theories, expectancy theory and the inter-organizational system motivation models. A qualitative field study via semi-structured interviews was then conducted to explore the present state among 15 respondents. The results of the interviews were analysed using content analysis yielding the final model of e-services usage. Eighteen antecedent factors hypotheses and three moderating factors hypotheses and 52-item questionnaire were developed. A focus group discussion of five respondents and a pilot study of 59 respondents resulted in final version of the questionnaire.

In the second phase, the main survey was conducted nationally to collect the research data among Indonesian airline customers who had already used Indonesian airline e-services. A total of 819 valid questionnaires were obtained. The data was then analysed using a partial least square (PLS) based structural equation modelling (SEM) technique to produce the contributions of links in the e-services model (22% of all the variances in e-services usage, 37.8% in intention to use, 46.6% in motivation, 39.2% in outcome expectancy, and 37.7% in effort expectancy). Meanwhile, path coefficients and t-values demonstrated various different influences of antecedent factors towards e-services usage. Additionally, a multi-group analysis based on PLS is employed with mixed results. In the final findings, 14 hypotheses were supported and 7 hypotheses were not supported.

The major findings of this study have confirmed that motivation has the strongest contribution in e-services usage. In addition, motivation affects e-services usage both directly and indirectly through intention-to-use. This study provides contributions to the existing knowledge of e-services models, and practical applications of IT usage. Most importantly, an understanding of antecedents of e-services adoption will provide guidelines for stakeholders in developing better e-services and strategies in order to promote and encourage more customers to use e-services. Finally, the accomplishment of this study can be expanded through possible adaptations in other industries and other geographical contexts.

The purpose of this paper is to develop a multiple item scale for measuring perceived quality in e-service provided by a university.

The authors used a two-step methodology: a qualitative part to identify relevant dimensions and indicators in e-service and a numerical survey to assess preferences and evaluations of 252 users, regarding indicators of e-service quality, as well as a global degree of satisfaction with the overall e-service. Multivariate and structural techniques helped extracting guidelines for improving perceived quality.

The authors refined a scale by factor analysis, remaining five dimensions and 15 items. The five dimensions are: trust, convenience, responsivity, empathy and personalization. The authors found out that trust, responsivity and empathy, at a 0.01 level, are directly related with the overall satisfaction with e-service.

Specific results are not generalizable to others universities, but the method can be replicated in others e-service providers. For continuity, the authors recommend multicriterial methods for prioritizing indicators. For confirmatory analysis, the authors suggest a new survey with a larger sample, aggregating new indicators by more qualitative research.

The method can help universities to evaluate and eventually reformulate their strategies in dealing with e-services users.

The paper helps clarify how to structure and organize indicators related to e-service perceived quality and how to identify those activities that can help managers to improve it.

Service quality is increasingly recognised as an important aspect of electronic commerce (e‐commerce). Because the online comparison of the technical features of products is essentially costless, feasible, and easier than comparisons of products through traditional channels, service quality is the key determinant for successful e‐commerce. A conceptual model of the determinants of e‐service quality is proposed and discussed. Given the exploratory nature of this research, focus groups are used to investigate e‐service quality dimensions. It is proposed that e‐service quality has incubative and active dimensions for increasing hit rates, stickiness, and customer retention. The incubative dimension consists of: ease of use, appearance, linkage, structure and layout, and content. The active dimension consists of reliability, efficiency, support, communication, security, and incentives. The importance and implications of each determinant are presented.

The purpose of this paper is to examine whether any differences exist between high- and low/middle-income Generation Y luxury consumers in terms of their service quality perceptions on luxury fashion brands’ own official e-commerce sites.

This study focused on actual luxury consumers who purchased luxury fashion items from luxury fashion brands’ e-commerce sites. An online survey asked participants to evaluate their perceptions of e-service attributes available on luxury fashion brands’ own official e-commerce sites based on their experience with the site. A total of 123 usable respondents obtained.

Of the nine e-service quality dimensions identified, efficiency and web appearance were significant dimensions affecting high-income Generation Y luxury fashion consumers’ overall e-satisfaction. For low/middle-income Generation Y luxury fashion consumers, order/delivery management, personalization and trust were crucial factors that affected overall e-satisfaction.

Despite the growth of luxury e-commerce sales and the increasing interest in luxury consumption by consumers from a variety of demographic groups, little research has focused on how luxury consumers perceive luxury brands’ own official e-commerce site and how luxury fashion brands develop their own e-commerce sites to meet demographically dissimilar customers’ necessities. The findings of the study provide valuable practical implications to luxury fashion brands by proving that luxury consumers are unalike and that their perceptions on e-service quality are dissimilar based on different income levels.

Services provided through the internet (e‐services) are typically offered as part of a broader Multi‐Channel (MC) service package, combining these services with services delivered through traditional channels (e.g. phone, physical facilities). Customers of e‐services display heterogeneity in channel use, ranging from customers with a high Degree of Focus on the Internet (DFI) channel (internet‐oriented customers) to customers with a low DFI (low focus on the internet and strong reliance on traditional channels). The purpose of this study is to examine whether a customer's DFI moderates the relationship between e‐service quality (eSQ) and e‐loyalty behavioral intentions in an MC e‐service.

Perceptual and objective data were collected from multiple sources in a major retail MC e‐banking service (survey of online customers, transactional data and customer database).

First, there is high diversity in DFI among e‐service customers; second, a customer's DFI negatively moderates the quality‐loyalty relationship.

The study should be extended to other types of e‐services.

eSQ seems to be a more important driver of e‐loyalty behavioral intentions for low DFI customers than for high DFI (internet‐oriented) customers. Different strategies may need to be employed to drive retention across customers with different levels of DFI. Specifically, driving e‐loyalty among internet‐oriented customers may require complementing eSQ investments with additional retention mechanisms (e.g. building communities or creating switching barriers). DFI should be recognized as a useful and readily available customer segmentation variable for devising loyalty strategies.

The study pioneers the examination of the impact of channel use on the quality‐loyalty relationship. It breaks new ground in proposing DFI as a relevant customer segmentation variable for e‐service research and practice. External validity is enhanced by the use of objective (rather than self‐reported), real‐world data to measure customer channel use.

The purpose of this paper is to examine the causal associations among service innovation/improvement, organisational citizenship behaviour (OCB), and the user-perceived value of e-services. The context of service delivery is particularly based on human interaction in e-service encounters.

In total, 403 respondents from 53 different service departments were selected in this study. To fit the structure between respondents and departments, this study uses hierarchical linear modelling to examine the research model.

The results indicate that service innovation/improvement and the OCB of department staff both positively affect the user-perceived value of e-services. However, the OCB of department staff does not have a moderating effect on the association between service innovation/improvement and the user-perceived value of e-services.

Prior studies suggest that the OCB of service employees strongly reinforces customer perceptions of service quality and satisfaction. However, this causal association was proven in the context of face-to-face human interactions. This study is a pioneer study in examining the associations between OCB and human interaction with e-services.