what is 3 dimensions of E-recS-QUAL? explain as clearly as possible.

Expert Solution

The E-S-QUAL AND E-RECS-QUAL are used to assess e-service quality in paper E-RecS-QUAL is an e-service qual ity recovery scale. It is used to assess the e-service quality when there is a problem in service providing to the customers

THREE DIMENSIONS and statement

E-RecS-QUAL Results.,

Result of respond

E-RecS-QUAL refers to effectively handling of problems and through return it site.

The second dimension is compensation (COM) which is defined as the degree to which the compensates site of customers for problems.

Finally, the last dimension is (CON) contact which refers to the availability of assistance through online or online representative.

The e-service quality’s recovery are measured by multiplying the weights with the performance scores E-RecS-QUALj = Xn WRij · PRij,(i=1)

E-S-QUAL the e-service quality’s recovery score of statement item

WRi j: the weighting factor of e-service quality’s recovery of item statement j to an individual i; and

PRij: the score obtained from individual i with respect to the perfrmance of e-service quality’s recovery on item statement

Rahul Sunny answered 2 years ago

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