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

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

Sharron J. Lennon, Jung-Hwan Kim
Copyright: © 2015 |Volume: 6 |Issue: 1 |Pages: 26
ISSN: 1947-959X|EISSN: 1947-9603|EISBN13: 9781466677654|DOI: 10.4018/ijssmet.2015010103
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MLA

Lennon, Sharron J., and Jung-Hwan Kim. "Making Sense of the E-Service Quality Literature: Sampling, Undergraduates, and Replications." IJSSMET vol.6, no.1 2015: pp.37-62. http://doi.org/10.4018/ijssmet.2015010103

APA

Lennon, S. J. & Kim, J. (2015). Making Sense of the E-Service Quality Literature: Sampling, Undergraduates, and Replications. International Journal of Service Science, Management, Engineering, and Technology (IJSSMET), 6(1), 37-62. http://doi.org/10.4018/ijssmet.2015010103

Chicago

Lennon, Sharron J., and Jung-Hwan Kim. "Making Sense of the E-Service Quality Literature: Sampling, Undergraduates, and Replications," International Journal of Service Science, Management, Engineering, and Technology (IJSSMET) 6, no.1: 37-62. http://doi.org/10.4018/ijssmet.2015010103

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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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