Determination of E-service Quality Dimensions: An Exploratory Factor Analysis

Abstract

The purpose of the present study is to determine the dimensions of e-service quality and to develop the scale to measure the dimensions. The research design used is descriptive research and the sampling technique used is purposive sampling technique. The sample size is 315 respondents. The primary data was collected by the survey method using a structured questionnaire. The Exploratory Factor Analysis was used to extract the factors and group the items which were loaded into the factors. On the whole, 22 items were framed. They were grouped into 5 factors which represent the dimensions of e-service quality. The dimensions are Ease of Use, Compensation, Website Design, Personalisation, and Contact & Communication.