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Article dans une revue International Journal of Retail and Distribution Management Année : 2010

A new measure of e-service quality in France

Résumé

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.
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Dates et versions

hal-00576616, version 1 (14-03-2011)

Identifiants

  • HAL Id : hal-00576616 , version 1

Citer

S. Rolland, Ina Freeman. A new measure of e-service quality in France. International Journal of Retail and Distribution Management, 2010, 38 (n°7), pp. 497-517. ⟨hal-00576616⟩
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