Measuring Internet retail service quality using E-S-QUAL

Mohammed Rafiq, Xiaoming Lu, Heather Fulford

Research output: Contribution to journalArticlepeer-review

42 Citations (Scopus)


Despite its acknowledged importance, there are few rigorous empirical studies examining Internet retail service quality. An exception is the development of the E-S-QUAL scale by Parasuraman, Zeithaml, and Malhotra (2005). Whilst E-S-QUAL demonstrated good psychometric properties in the original study, the scale lacks external validation. This paper presents a reassessment and validation of the E-S QUAL in the context of the Internet grocery sector. Data were collected via a web-based cross-sectional survey using self-administered questionnaires distributed to online grocery shoppers. A total of 491 usable questionnaires were received. The results show that there are potential discriminant validity problems with the Efficiency and System Availability dimensions of E-S-QUAL. Further analysis shows that a second-order, three-factor model of E S-QUAL, consisting of Efficiency, System Availability, and Fulfilment, provides the best fit to the data in this study. Privacy is shown to be the least important dimension for the data set in this study.
Original languageEnglish
Pages (from-to)1-15
JournalJournal of Marketing Management
Issue number9-10
Publication statusPublished - Nov 2011


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