E-Retailer Customer Service Quality

What it measures

A second-order reflective measure of the customer service dimension of e-service quality, covering overall service excellence, return-handling quality, and general satisfaction with customer service. Items are intentionally general because the more specific first-order attributes of customer service quality are measured separately. AVE = .82. Evidence of discriminant validity reported.

Representative items

• Overall, this online retailer's customer service is excellent.
• Overall, the quality of this online retailer's return handling is excellent.
• I am generally very satisfied with the customer service.

Citation

Blut, M. (2016). E-service quality: Development of a hierarchical model. Journal of Retailing, 92(4), 500–517.