e-Service Quality

The development of new orientations and focuses for the conceptualisation and measurement of electronic service quality (henceforth, e-SQ) is demonstrably necessary. This chapter is mainly addressed to highlight research avenues for improving our understanding of e-SQ management, based on a critical review of previous literature. The orientation of this study aims to reduce the efforts of researchers who desire to enter this field. To do this, we offer a research agenda and synthesise the main previous studies, including the dimensions employed within a set of selected works. We start by expounding the reasons that justify the carrying out of a project of investigation to measure e-SQ. We move on to describe the current e-SQ research gaps (research opportunities). And we conclude with a section devoted to the setting out of our conclusions and indicating possible routes for future investigation.