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Eduard Cristobal, Carlos Flavián and Miguel Guinalíu

Eduard Cristobal, Carlos Flavián and Miguel Guinalíu. Perceived e-service quality: Measurement validation and effects on consumer satisfaction and web site loyalty. Analysis. Context Service Customer Business Research methods Literature review Statistical. Objective.

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Eduard Cristobal, Carlos Flavián and Miguel Guinalíu

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  1. Eduard Cristobal, Carlos Flavián and Miguel Guinalíu Perceived e-service quality:Measurement validation and effects on consumer satisfaction and web site loyalty

  2. Analysis • Context • Service • Customer Business • Research methods • Literature review • Statistical

  3. Objective • More comprehensive analysis • Not only web design aspects • Consumer behaviour • Effects on satisfaction and loyalty • What dimensions are vital

  4. PeSQ scale • Web design • Layout, user-friedliness • Freely available information • Easily accessed, well organized • Customer service • Service reliability • Sensitivity • Fast response to complaints

  5. PeSQ scale (cont.)‏ • Assurance • Security • Privacy • Order management • Modify/postpone purchase • Reliability

  6. Hypotheses • Higher quality->higher satisfaction • Higher quality->higher loyalty • Higher satisfaction->higher loyalty

  7. Analysis • Internet users • Visited • Bought/used • 461 cases

  8. Analysis (cont.)‏ • Population divided into two groups

  9. Conclusion • Security greatest concern • Quality has profound effect on satisfaction • Satisfaction affects similarly on loyalty • Satisfaction acts as mediator

  10. Evaluation • Scientific significance • Good review on relevant literature • Slight improvement on quality measurement • Fairly well in touch • Focus on perceived quality

  11. Critique • Availability • Sampo • Peer review http://en.wikipedia.org/wiki/Information_security

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