Making Sense of the E-Service Quality Literature: Sampling, Undergraduates, and Replications

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Author(s): Sharron J. Lennon (Indiana University, USA)and Jung-Hwan Kim (University of South Carolina, USA)
Copyright: 2016
Pages: 27
Source title: Web-Based Services: Concepts, Methodologies, Tools, and Applications
Source Author(s)/Editor(s): Information Resources Management Association (USA)
DOI: 10.4018/978-1-4666-9466-8.ch008

Keywords: Computer Science & IT / Information Science Reference / Web Technologies / Web Technologies & Engineering

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Abstract

There is little research that addresses methodological issues in the context of e-service quality. This study content analyzed e-service quality articles published between 2003 and 2013 to assess methodological issues in this field. Sampling methods (probability vs. nonprobability), use of undergraduates (UGs) in research, service context, geographic location, demographic information, research strategy, and justification for the use of UGs were identified as key variables. In addition, the authors argued for the need to conduct replications in research on e-service quality. A total of 72 research articles on e-service and e-service quality were content analyzed. All articles focused primarily on e-service quality in the context of B2C e-retailing. On the basis of the findings the present study provides several suggestions that should receive close attention from e-service quality researchers.

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Making Sense of the E-Service Quality Literature: Sampling, Undergraduates, and Replications

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