Measuring electronic service quality gaps in the Australian wine industry

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.