Antecedences and Consequences of e-Service Quality Across Industry Sectors

Abstract

A few studies are available on the different sectors basis on the determinants of success in online retailing. Zeithaml et al., 2002 are first to raise the concept of E-Service Quality. This study tries to identify which e-service dimensions serve as determinants of e-service quality. Therefore we focused on analyzing impacts on overall e-service performance of various e-service quality dimensions in internet retailing. We collect data from 19 Journal articles and analyze the impact of e-service quality dimensions of online retailers along several sectors which are travel services, book retailing, financial services and health care. We found that while many dimensions of online service performance were similar in their impact across all sectors, several dimensions in particular exhibited sector-by-sector performance differences.