{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,6,10]],"date-time":"2026-06-10T15:04:48Z","timestamp":1781103888623,"version":"3.54.1"},"reference-count":0,"publisher":"IGI Global Scientific Publishing","issue":"1","content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":[],"published-print":{"date-parts":[[2017,1,1]]},"abstract":"<p>This study develops a comprehensive framework of e-service quality, and measures the e-service quality based on modified importance-performance analysis. Based on 300 consumer surveys of four popular retail websites, this study develops an e-service quality scale derived from previous studies, and compares the importance and performance of e-service quality by \u201cregression coefficient approach\u201d and \u201cpartial correlation approach\u201d. Modified importance-performance analysis covers the verification of reliability and validity with critical statistical analysis, and offers different e-service quality management strategies for each attribute depending on the quadrant that it is positioned in both \u201cregression coefficient approach\u201d and \u201cpartial correlation approach\u201d. 5 attributes are in the \u201cconcentrate here\u201d quadrant. 1 attribute is in the \u201ckeep up the good work\u201d quadrant. 2 attributes are in the \u201clow priority\u201d quadrant. 7 attributes are in the \u201cpossible overkill\u201d quadrant. The results help practitioners to identify what problems exist, and formulate strategies to meet the consumers' needs.<\/p>","DOI":"10.4018\/jeco.2017010105","type":"journal-article","created":{"date-parts":[[2016,11,30]],"date-time":"2016-11-30T11:50:36Z","timestamp":1480506636000},"page":"84-95","source":"Crossref","is-referenced-by-count":3,"title":["Modified Importance-Performance Analysis of E-service Quality"],"prefix":"10.4018","volume":"15","author":[{"given":"Chu","family":"Luo","sequence":"first","affiliation":[{"name":"Donghua University, Shanghai, China"}],"role":[{"vocabulary":"crossref","role":"author"}]},{"given":"Lei","family":"Shen","sequence":"additional","affiliation":[{"name":"Donghua University, Shanghai, China"}],"role":[{"vocabulary":"crossref","role":"author"}]},{"given":"Han","family":"Gao","sequence":"additional","affiliation":[{"name":"Donghua University, Shanghai, China"}],"role":[{"vocabulary":"crossref","role":"author"}]}],"member":"2432","container-title":["Journal of Electronic Commerce in Organizations"],"original-title":[],"language":"ng","link":[{"URL":"https:\/\/www.igi-global.com\/viewtitle.aspx?TitleId=172806","content-type":"unspecified","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2022,5,6]],"date-time":"2022-05-06T16:28:08Z","timestamp":1651854488000},"score":1,"resource":{"primary":{"URL":"https:\/\/services.igi-global.com\/resolvedoi\/resolve.aspx?doi=10.4018\/JECO.2017010105"}},"subtitle":[""],"short-title":[],"issued":{"date-parts":[[2017,1,1]]},"references-count":0,"journal-issue":{"issue":"1","published-print":{"date-parts":[[2017,1]]}},"URL":"https:\/\/doi.org\/10.4018\/jeco.2017010105","relation":{},"ISSN":["1539-2937","1539-2929"],"issn-type":[{"value":"1539-2937","type":"print"},{"value":"1539-2929","type":"electronic"}],"subject":[],"published":{"date-parts":[[2017,1,1]]}}}