Measuring electronic service quality gaps in the Australian wine industry

Date

2005

Authors

Davidson, R.

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Conference paper

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CollECTeR Europe 2005, 12-13 June, 2005, 9p.

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Robyn A Davidson

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CollECTeR Europe (2005 : Furtwangen, Germany)

Abstract

It has been proposed that the elimination of electronic-service quality (e-SQ) gaps holds the key to a better website experience when dealing with organizations on-line. In turn, this leads to increased perceived e-SQ, perceived value, and importantly purchases and repurchases. In this paper a method of measuring e-SQ gaps is proposed. Regression and coefficient analysis are used to analyse data collected from the relevant entities to first determine the existence of e-SQ gaps and then to measure the size of the gaps. This innovative way of measuring e-SQ gaps was tested on a study of Australian wineries and found to be effective.

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