E-SELFQUAL: A scale for measuring online self-service quality

David Xin Ding, Paul Jen Hwa Hu, Olivia R.Liu Sheng

Research output: Contribution to journalArticlepeer-review

161 Scopus citations


The measurement of online self-service quality has become increasingly crucial as firms deliver an expanding array of services through their Web sites. Substantial research examines online services using salient scales primarily developed for personnel-orchestrated, face-to-face services; several recently developed scales that target online services focus on important information and/or system characteristics but do not consider e-retailers' fundamental roles holistically. The reported research synthesizes relevant previous research and proposes a conceptual framework to examine the quality of online self-services in e-retailing. The proposed framework then guides a scale development effort that includes a series of pilot and validation studies. The resulting scale, e-SELFQUAL, provides a means for examining the relationships between online service quality and customer satisfaction, as well as loyalty in e-retailing. This study has several important implications for research and business practice.

Original languageEnglish (US)
Pages (from-to)508-515
Number of pages8
JournalJournal of Business Research
Issue number5
StatePublished - May 2011

All Science Journal Classification (ASJC) codes

  • Marketing


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