Measures customer assessments of e-service quality across four dimensions central to routine online interactions. Efficiency captures ease and speed of accessing and using the site. Fulfillment captures the extent to which the site's promises about order delivery and item availability are fulfilled. System Availability captures correct technical functioning. Privacy captures the degree to which the site protects customer information. Developed by the original SERVQUAL team as the definitive multi-item e-service quality scale. The companion E-RecS-QUAL (11 items) measures recovery service quality when problems arise. E-S-QUAL is the most widely validated electronic service quality measure in marketing and information systems research.
Parasuraman, A., Zeithaml, V.A., & Malhotra, A. (2005). E-S-QUAL: A multiple-item scale for assessing electronic service quality. Journal of Marketing Research, 42(1), 1–21.
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