What is it about?
In face of a competitive virtual market, driven by the growth of online shopping and the increase in the number of retailers in this modality, measurements to evaluate the quality of online service become important, particularly due to the identification of a positive relationship between service quality and service performance. In this sense, Ding et al. (2011) proposed a consistent measure of the perceived quality of service in electronic commerce from the perspective of self-service: the e-SELFQUAL. This paper presents results of the replication of e-SELFQUAL in the Brazilian context.
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Why is it important?
The results confirmed the reliability and validity (convergent and discriminant) of the scale, keeping the original items of the instrument. The findings indicate possible use of the e-SELFQUAL to measure the quality of online self-service in Brazil.
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This page is a summary of: Qualidade Percebida do Autosserviço Online: Validação da Escala e-SELFQUAL no Contexto Brasileiro, ReMark - Revista Brasileira de Marketing, June 2015, University Nove de Julho,
DOI: 10.5585/remark.v14i2.2721.
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