Title: Developing E-Service Quality Scales: A Literature Review

In the ever-evolving landscape of e-services, ensuring quality is paramount for businesses striving to
remain competitive. A comprehensive understanding of e-service quality scales is crucial for
researchers and practitioners alike. In this literature review, we delve into the complexities
surrounding the development of e-service quality scales, shedding light on the challenges and
insights gleaned from existing research.

The task of constructing e-service quality scales is not without its hurdles. Researchers encounter
various methodological challenges, such as defining and operationalizing constructs, selecting
appropriate measurement items, ensuring reliability and validity, and addressing cultural nuances.
Moreover, the dynamic nature of technology and consumer preferences necessitates constant
refinement and validation of these scales.

Despite the challenges, literature reveals invaluable insights into the dimensions and factors
influencing e-service quality. From tangibility and reliability to responsiveness and empathy,
researchers have identified multifaceted dimensions that contribute to customers' perceptions of e-
service quality. Understanding these dimensions is essential for businesses seeking to enhance
customer satisfaction and loyalty in the digital realm.

For those embarking on the journey of developing e-service quality scales, navigating the vast
expanse of literature can be daunting. This is where professional assistance can prove invaluable. ⇒
StudyHub.vip ⇔ offers expert support in crafting literature reviews that synthesize existing research,
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You can download the paper by clicking the button above. The domains of the model are preparation,
software design and system specifications, communication, content, assessment, and maintenance.
White, 1999, “Analysing service quality in the hospitality industry”, Managing Service Quality, Vol.
9 No. 2, pp.136-143. Pro: Yields quotable material Con: Responses are more difficult to catalogue
and interpret. Maintenance also includes reliable long-term access to the platform to allow an end
user to return to the platform. The study offers opportunities to organized Food and Grocery
Retailers in Central India to focus on these Service Quality Dimensions while formulating strategies
for gaining competitive advantage, attracting. Effective e-learning for health professionals and
students-barriers and their solutions. The literature review illustrated that the most common model
used in hotel industry is SERVQUAL, even though it is also most criticized. The literature review
illustrated that the most common model used in hotel industry is SERVQUAL, even though it is also
most criticized. A special contribution of the study is on showing the importance of service quality
dimensions, which is relative, namely: before the clients arrival at destination, the communication
have increased importance, but after the stay, the communication dimension have no longer the same
importance, so that means that first that customer perceptions of quality change as a result of
experience. In the hotel industry, also other attributes, such as imprecise standards, short distribution
channel, reliability and consistency, face to face interaction and information exchange, and
fluctuating demand have been identified and further complicate the task of defining, delivering and
measuring service quality. He specializes in search strategies and methodology variations for reviews
and literature questions. In this landscape, it is almost impossible to evaluate an innovation properly
before it is already outdated. Thought you might appreciate this item(s) I saw in Pediatric Critical
Care Medicine. H5: Empathy of perceived service quality will have a positive significant with
Customer Satisfaction. Constructivist, Problem-Based Learning Does Work: A Meta-Analysis of
Curricular Comparisons Involving a Single Medical School. London: Springer; 2008. p. 83-90.
Caramihai M, Severin I. The results showed how to enhance customer's satisfaction and make them
loyal and also how to increase their revenue by improving service quality. As mobile
telecommunication network has developed over several successful generations, technology plays an
important role in this context. As long as service quality will be considered to be qualitative only if it
meets the expectations required, then the only way to measure this quality is only in terms of
customers. Limitations The major limitations of this review pertain to the methods. Educating
physicians: a call for reform of medical school and residency. J1st ed. San Francisco: Jossey-Bass
Imprint; 2010. Therefore, there is room for improvement in the quality of reporting. Proposal for an
Evaluation Model on the Quality of e-Learning Courses. Another consensus in the literature is that
CS and SQ are regarded as the determinants of CL. This resource is meant to be a tool for both
teachers and students. The purpose of this paper is to design, develop and evaluate a reliable and
valid scale for the measurement of online retail service quality. In practice, the definition includes
any digital content made to teach and distributed physically or online. Therefore, a short presentation
will be considered in the following. CLT states that working memory is limited in its capacity to
selectively attend to and process incoming sensory data.
Teri Peterson. Introduction. Writing questions for survey instruments Learn to ask questions
effectively Write a valid and reliable survey instrument Resist the temptation to ask questions that
might be of interest. Step 3: Data analysis After aggregating the studies and grading the papers, we
analysed each item for common themes and contradictory findings. A special contribution of the
study is on showing the importance of service quality dimensions, which is relative, namely: before
the clients arrival at destination, the communication have increased importance, but after the stay, the
communication dimension have no longer the same importance, so that means that first that customer
perceptions of quality change as a result of experience. Even if the service needs also tangible items
to be realized, in the hospitality industry clients are interested in the outcome and service, and
intangible components are the key of customer’ expectations. Research carried out the aimed of
verifying the applicability of SERVQUAL model dimensions in four or five stars hotels. Westerman
View author publications You can also search for this author in. Exploring Nursing E-Learning
Systems Success Based on Information System Success Model. An online survey was collected from
153 respondents through 34 days. Another conclusion of the study underscores the importance of
different dimensions depending on tourist nationality. E-learning should be about the learner, not the
technology. Development of a Tool for quality assessment of digital learning resources. Based on the
analyses, four factors including assurance, empathy, tangibility, and reliability were the most
significant dimensions of service quality that had positive influence on customer satisfaction while
assurance, empathy, and tangibility were the most significant dimensions that had positive influence
on customers’ loyalty. Developing a peer review process for web-based curricula: minting a new coin
of the realm. We performed an integrative review instead of a systematic review or meta-analysis,
because the majority of published studies related to postgraduate medical education did not meet the
parameters required for a systematic review. Educating physicians: a call for reform of medical
school and residency. J1st ed. San Francisco: Jossey-Bass Imprint; 2010. Network quality dimension
is newly added to measure service quality from technical aspects. This resource is designed for
Standards Based Grading and provides a proficiency scale or rubric for each 6th grade reading
literature standard. Open-ended Open-ended questions have no one definite answer. Ex.) Why is this
issue important. Table 1 Databases searched and corresponding search strings Full size table. This
study developed the instrument dimensions of e-service quality by modifying the SERVQUAL
model to consider online shopping context. Ellaway et al. began this process in 2008 by describing a
two-part guideline for e-learning in medical education. Proceedings of the ASEM Lifelong Learning
Conference: e-Learning and Workplace Learning Bangkok (Thailand). 2009. Ehlers UD, Goertz L,
Hildebrandt B, Pawlowski JM. Download citation Received: 17 July 2015 Accepted: 11 June 2016
Published: 08 July 2016 DOI: Share this article Anyone you share the following link with will be
able to read this content: Get shareable link Sorry, a shareable link is not currently available for this
article. Through this scale, operators could enhance the updating of their blog plat for m system and
its function, further facilitate the operation of websites, and study their competitive strategy; users
could also review the content of their blogs and take the scale as a basis for improvement. He
specializes in search strategies and methodology variations for reviews and literature questions.
Using comparing method, this study examines the differences found between the number of service
quality dimensions, the service quality dimensions content and the rank of each dimension. Effective
e-learning for health professionals and students-barriers and their solutions. Thought you might
appreciate this item(s) I saw in Pediatric Critical Care Medicine. Moreover, the results of this study
provide a valuable reference for managers of online stores, as well as for researchers interested in
internet marketing. CS and CL are the most common variables in the studies examining the SQ in
restaurants.
The findings should be valuable to academics and practitioners alike. The results of the study led in
hotels from peripheral area of Sweden on Italian and British tourists, concluded that only the
reliability dimension is on the same position (the first one), as in the initial study, while other
dimensions have different importance. Also, Customer Satisfaction has significant positive influence
on Customer Loyalty. Moreover, the results of this study provide a valuable reference for managers
of online stores, as well as for researchers interested in internet marketing. Does the perception of
downloading speed influence the evaluation of web-based lectures. Cedefop Panorama series. 2006
(116). Little BB. The Use of Standards for Peer Review of Online Nursing Courses: A Pilot Study.
The questionnaire was translated by an expert of the language from English into Arabic to ensure the
Arabic expressions were correctly written. GAP model (Zeithaml and Parasuraman, 1996) is such
model that is designed to minimize the gaps between customer perceptions of quality and the
provider perception on customer expectations, between expected and perceived service quality and so
on. There for e, many well-known websites have been launched into the market; these include Sina
Blog, Windows Live Space, Xuite Blog Channel of Hinet, video blog integrated Webs-TV Yam
Blog, and some small websites. Open-ended Open-ended questions have no one definite answer. Ex.)
Why is this issue important. Therefore, the companies should look for factors to attract and retain
their customers. Using comparing method, this study examines the differences found between the
number of s. This study distributed questionnaires by on-line and field survey. Based on this theory,
Mayer defined a set of principles, which describe the effect of different design techniques on
learning. Data was collected through structured questionnaire from a sample of 513 respondents. A
common pitfall is developing e-learning simply for the sake of using a new technology. There is a
divergence in the literature about whether service quality leads to satisfaction or satisfaction brings
service quality. This study is conducted to see the impact of service quality on the adoption of
internet banking and then to identify if the service quality dimensions of reliability, responsiveness,
communication, access and security leads to customer satisfaction and subsequently leads to
patronage in Malaysia. Although, hardware and software are very different, most articles described
these in one section. This is the first study to undertake an extensive literature review of research on
the development of e-SQ scales. Step 2: Data evaluation We aggregated the selected studies that met
the inclusion criteria, flagging those with an unclear method. Beyond the comfort zone: Proceedings
of the 21st ASCILITE Conference. 2004:596-605. Jonassen DH. Learning to solve problems: An
instructional design guide. 1st ed. San Francisco: Pfeiffer; 2004. p. 1-10. Koohang A, Harman K. To
browse Academia.edu and the wider internet faster and more securely, please take a few seconds to
upgrade your browser. Interviewed 30 academic and practitioner thought leaders (e.g., CMOs,
CEOs, COO, profs, consultants). The findings reveal that information quality and usability was the
most significant factor, followed by reliability in contributing to e-service quality. To clear this idea,
five dimensions (tangibility, reliability, empathy, assurance and responsiveness) of service quality
have been taken as predictor variables while customer satisfaction was taken as dependent variable.
An ethnographic content analysis of 848 customer reviews of online banking services was employed
to identify salient online service quality dimensions. On the basis of review, it has been found that
there is no consensus among researchers on dimensions of online banking service quality. Testing
should include different browsers and different monitors with varying resolutions, as well as
different hand-held devices if a mobile-based platform is developed. The editors will have a look at
it as soon as possible.
Navigation and layout are important design elements. Table 2 Adapted Oxford Centre for Evidence-
Based Medicine levels of evidence Full size table. For an optimal experience, please switch to the
latest version of Google Chrome, Microsoft Edge, Apple Safari or Mozilla Firefox. The issue on the
assessment of blog website service quality has motivated the author to conduct this very important
and timely study. A. Service Quality Model II. The paper explores e-service quality dimensions
based on a review of the development of e-service quality scales and the SERVQUAL scale. Use of
the seven principles of effective teaching to design and deliver an interactive hybrid nursing research
course. The outcomes revealed that service quality is positively influenced on customer satisfaction in
fast food restaurants of Punjab, Pakistan. However, there is scarcity in studies related to this field in
Yemen that can help telecom mobile companies to understand and measure the satisfaction level of
customers toward services that provide. H5: Empathy of perceived service quality will have a
positive significant with Customer Satisfaction. Completed Tasks. Reviewed relevant practitioner
and academic literature. Respondents were asked to fill the standardized questionnaire based on
their experience with the online services provided by their banks. Ellaway et al. began this process in
2008 by describing a two-part guideline for e-learning in medical education. Sabafon and MTN
established in Feb-2001, Yemen Mobile established in Sep-2004 and Y-telecom established in 2007.
That is why standardization and uniformity of results or outputs is difficult to achieve. This model
represents a detailed explanation of what happens during the relationship between a business firm
and consumer in providing services. H4: Assurance of perceived service quality will have a positive
significant with Customer Satisfaction. Standardizing evaluation of on-line continuing medical
education: physician knowledge, attitudes, and reflection on practice. On the other hand, there are
positive correlation among all dimensions of independent variable whereas the lowest correlation is
always with Network Quality. Collectively, these articles represented 16 high tier articles (Oxford
Centre for Evidence-Based Medicine levels 1, 2, and 3) and 20 low tier articles (levels 4 and 5). This
study distributed questionnaires by on-line and field survey. Effective e-learning for health
professionals and students-barriers and their solutions. Download Free PDF View PDF Canadian
Institute for Knowledge Development (CIKD) Investigating the impact of key dimensions of service
quality on customers’ satisfaction and loyalty: Evidences from the restaurant industry in Sudan
Marketing and Branding Research (MBR) This paper reports a study that identified the underlying
key dimensions of service quality and its impact on consumers’ satisfaction and loyalty within the
restaurant context in Sudan using Dineserv model. The researchers originally proposed 54 items
referring to features, price, catering, activities, hotel conference offers and then they picked 23 items
and divided them into two major dimensions: functional components and technical attributes
(functional components are more important in the global perception of service quality). With the
development of technology, many blogs serve multimedia functions, such as album or video.
Customer satisfaction is considered one of the most important concepts to keep the telecom mobile
companies survive on the market. Our adaptation consisted of the addition of grade 6, indicating an
unclear method. As long as service quality will be considered to be qualitative only if it meets the
expectations required, then the only way to measure this quality is only in terms of customers. Online
stores can devote valuable corporate resources to the important e-service quality attributes identified
by this study. Therefore, the companies should look for factors to attract and retain their customers.
On the other hand, a considerable amount of research has been devoted to service quality, customer
satisfaction, and customer loyalty, and it will be the case for future studies.