Microsoft Word Volume 2 Service and Service Quality Final docx

REFERENCE DIMENSION 
DESCRIPTION
E-S-QUAL 
(Parasuraman
et al., 2005) 
E-S-QUAL 
E-core service quality scale 

Efficiency 
“The ease and speed of accessing and using the site” 
(Parasuraman et al., 2005, p. 220) 

Fulfilment 
“The extent to which the site’s promises about order 
delivery and item availability are fulfilled” 
(Parasuraman et al., 2005, p. 220) 

System availability 
“The correct technical functioning of the site” 
(Parasuraman et al., 2005, p. 220) 

Privacy 
“The degree to which the site is safe and protects 
customer information” (Parasuraman et al., 2005, p. 
220) 
E-RecS-QUAL 
E-recovery service quality scale 

Responsiveness 
“Effective handling of problems and returns through 
the site” (Parasuraman et al., 2005, p. 220) 

Compensation 
“The degree to which the site compensates 
customers for problems” (Parasuraman et al., 2005, 
p. 220) 

Contact 
“The availability of assistance through telephone or 
online representatives” (Parasuraman et al., 2005, p. 
220) 

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Business Service Management White Paper - Volume 2 
Page 41 of 46 
REFERENCE DIMENSION 
DESCRIPTION
*(Fassnacht & 
Koese, 2006) 
Environment Quality 
“Related to the appearance of the user interface” 
(Fassnacht & Koese, 2006, p. 26) 

Graphic Quality 
“Captures how well the various elements of the user 
interface (e.g. Text, icons, digital images, or 
backgrounds) are visually represented” (Fassnacht & 
Koese, 2006, p. 26) 

Clarity of Layout 
“The degree to which the design structure of the user 
interface helps users to find their way” (Fassnacht & 
Koese, 2006, p. 26) 
Delivery quality 
“Includes aspects that are relevant for the customers 
when they are looking for information, selecting from 
available options or carrying out transactions” 
(Fassnacht & Koese, 2006, p. 26) 

Attractiveness of selection 
“The extent to which the available range of offerings 
appeals to the customer” (Fassnacht & Koese, 2006, 
p. 26) 

Information quality 
“Covers the extent to which complete, accurate, and 
timely information is provided for the customer during 
the interaction process with the user interface (e.g. 
Product descriptions, payment information, or 
frequently asked questions” (Fassnacht & Koese, 
2006, p. 26) 

Ease of use 
“The degree to which the functionality of the user 
interface facilitates the customer’s retrieval of the 
electronic service” (Fassnacht & Koese, 2006, p. 26) 

Technical quality 
“Captures the goodness of data transfer and data 
processing during the delivery of the electronic 
service. It subsumes several technical elements of 
the delivery process...speed/responsiveness and 
privacy/security” (Fassnacht & Koese, 2006, p. 27) 
Outcome quality 
“What the customer is left with after service delivery” 
(Fassnacht & Koese, 2006, p. 27) 

Reliability 
“The extent to which the provider keeps its service 
promise...the accuracy and timeliness with which the 
underlying service promise is fulfilled” (Fassnacht & 
Koese, 2006, p. 27) 

Functional benefit 
“The extent to which the service serves its actual 
purpose” (Fassnacht & Koese, 2006, p. 27) 

Emotional benefit 
“The degree to which using the service arouses 
positive feelings” (Fassnacht & Koese, 2006, p. 27) 

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Business Service Management White Paper - Volume 2 
Page 42 of 46