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

Albert Caruana (Centre for Communication Technology, University of Malta, Msida, Malta)
Michael T. Ewing (Department of Marketing, Monash University, Melbourne, Australia)

International Marketing Review

ISSN: 0265-1335

Article publication date: 1 July 2006

2012

Abstract

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.

Keywords

Citation

Caruana, A. and Ewing, M.T. (2006), "The psychometric properties of eTail quality: An international investigation across product categories", International Marketing Review, Vol. 23 No. 4, pp. 353-370. https://doi.org/10.1108/02651330610678958

Publisher

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Emerald Group Publishing Limited

Copyright © 2006, Emerald Group Publishing Limited

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