Perceived e‐service quality (PeSQ)

Purpose The objectives of this article are to develop a multiple‐item scale for measuring e‐service quality and to study the influence of perceived quality on consumer satisfaction levels and the level of web site loyalty. Design/methodology/approach First, there is an explanation of the main attributes of the concepts examined, with special attention being paid to the multi‐dimensional nature of the variables and the relationships between them. This is followed by an examination of the validation processes of the measuring instruments. Findings The validation process of scales suggested that perceived quality is a multidimensional construct: web design, customer service, assurance and order management; that…