MEASURING SERVICE QUALITY IN ONLINE LUXURY GOODS RETAILING

Service quality has been identified as a crucial factor to successfully and sustainably manage online shops. In this paper, we introduce an adaptation of the E-S-Qual instrument to measure service quality in online luxury goods retailing. Based on a literature review, we identify efficiency, design, fulfillment, information, contact and responsiveness as factors of service quality in online luxury goods retailing. We found empirical evidence that these factors should be considered as dimensions rather than antecedents. A survey conducted in cooperation with the HUGO BOSS AG indicates that our proposed instrument is valid and reliable. Implications for research and practice as well as limitations of our study are discussed.