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首页> 外文期刊>International journal of quality and service sciences >Using E-S-QUAL to measure internet service quality of e-commerce web sites in Greece
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Using E-S-QUAL to measure internet service quality of e-commerce web sites in Greece

机译：使用E-S-QUAL衡量希腊电子商务网站的互联网服务质量

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Purpose - The purpose of this paper is to examine the applicability of the electronic service quality measurement instrument E-S-QUAL and its factor structure in the context of e-commerce in Greece. Also, to investigates the effects of E-S-QUAL factors on customer perceived overall quality, value and loyalty. Design/methodology/approach - Field research was conducted by using a structured questionnaire, utilizing the E-S-QUAL model and replicating the work of the model's developers. Principal component analysis, reliability tests and multiple regression analyses were performed to both confirm the scale factor structure and answer the research questions. Findings - The analysis of the research data confirmed the four factor structure of E-S-QUAL in the context of e-commerce in Greece and produced similar results to those of the initial research. Efficiency was proved to be the highest ranked dimension since it has a significant positive effect on all three dependent variables, namely perceived overall quality, value and loyalty. Privacy has a positive significant effect on both perceived overall quality and value. Fulfillment was found to have a significant positive effect only on perceived overall quality, while service availability affects positively only perceived value. Originality/value - The present study contributes to the examination of E-S-QUAL's applicability in different settings and to the verification of its factor structure. Moreover, the study provides useful insight into the effect of electronic service quality on customer perceived value and loyalty.
机译：目的-本文的目的是研究电子服务质量测量工具E-S-QUAL的适用性及其在希腊电子商务中的要素结构。此外，调查E-S-QUAL因素对客户感知的总体质量，价值和忠诚度的影响。设计/方法/方法-现场研究是通过使用结构化问卷，利用E-S-QUAL模型并复制模型开发人员的工作来进行的。进行了主成分分析，可靠性测试和多元回归分析，以确认比例因子结构并回答研究问题。研究结果-对研究数据的分析证实了希腊电子商务中E-S-QUAL的四要素结构，并得出了与最初研究相似的结果。事实证明，效率是排名最高的维度，因为它对所有三个因变量（即感知的总体质量，价值和忠诚度）都有显着的积极影响。隐私对感知的整体质量和价值均具有积极的显着影响。发现履行仅对感知到的总体质量具有显着的积极影响，而服务可用性仅对感知到的价值产生积极的影响。原创性/价值-本研究有助于检验E-S-QUAL在不同环境中的适用性，并有助于验证其因素结构。此外，该研究还提供了有关电子服务质量对客户感知价值和忠诚度影响的有用见解。

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