E-service Quality: Development and Validation of the Scale

The present study develops, refines and validates a scale to measure e-service quality. A total of 545 respondents were approached and employed EFA and CFA. Potential items were drawn from relevant literature. The developed e-service quality scale has six dimensions, namely: information quality and usability, reliability, security and privacy, efficiency, system availability and assurance. The findings reveal that information quality and usability was the most significant factor, followed by reliability in contributing to e-service quality. Practitioners may utilize the scale to measure e-service quality and take steps to bridge the gap between customer expectations and perceived quality.