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The psychometric properties of eTail quality: an international investigation across product categories

journal contribution
posted on 2006-01-01, 00:00 authored by A Caruana, Mike Ewing
Purpose The links between quality and customer satisfaction, retention and loyalty in offline retail settings are well established. It therefore seems fair to posit that quality will also be a determinant of online retailer success. This assumption motivated Wolfinbarger and Gilly to develop a scale for the measurement of “eTail quality”. The paper's purpose is to validate that scale. Design/methodology/approach The study investigates the equivalence of the eTailQ scale across different product categories in three countries. Tests for both conceptual and psychometric equivalence are conducted. Findings Findings suggest that eTailQ exhibits conceptual equivalence. It also exhibits psychometric equivalence by providing acceptable levels of reliability, variance extracted and both discriminant and nomological validity. Originality/value eTailQ can be used with confidence by online goods and service retailers in English speaking countries outside the USA.

History

Journal

International marketing review

Volume

23

Issue

4

Pagination

353 - 370

Publisher

Emerald Group Publishing

Location

Bingley, Eng.

ISSN

0265-1335

eISSN

1758-6763

Language

eng

Publication classification

C1.1 Refereed article in a scholarly journal

Copyright notice

2006, Emerald Group Publishing