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首页> 外文期刊>International Journal of Services Technology and Management >Measuring e-service quality: a review of literature
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Measuring e-service quality: a review of literature

机译：衡量电子服务质量：文献综述

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摘要

In the competitive electronic service (e-service) context, favourable consumer perception about performance is the key to success and marketers are keen to explore consumers' perceived service quality. Therefore, several scales have been developed to evaluate electronic service quality (e-SQ) in different contexts. This study explores methodological issues relating to the scale development process while undertaking content analysis of e-SQ literature. The study also focuses on the identification of crucial dimensions of e-SQ measurement scale in different e-service contexts. The review indicates that privacy and security, website design, responsiveness, efficiency, reliability, ease of use and system availability are prominent measures of e-SQ regardless of the context. This study also provides a comprehensive framework including antecedents and outcomes of e-SQ to help managers and researchers in evaluating e-SQ.
机译：在竞争性电子服务（e-service）的环境中，良好的消费者对性能的感知是成功的关键，而营销人员则热衷于探索消费者感知的服务质量。因此，已经开发了几种量表来评估不同情况下的电子服务质量（e-SQ）。本研究在进行e-SQ文献内容分析的同时探索了与规模发展过程相关的方法论问题。该研究还着重于在不同的电子服务环境中确定e-SQ量表的关键维度。审查表明，无论上下文如何，隐私和安全性，网站设计，响应能力，效率，可靠性，易用性和系统可用性都是e-SQ的重要指标。这项研究还提供了一个全面的框架，其中包括e-SQ的前提和结果，以帮助管理人员和研究人员评估e-SQ。

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