| Title |
Developing and validating e-marketplace service quality model in B2G e-commerce settings: a mixed-methods approach |
| ID_Doc |
75115 |
| Authors |
Nandankar, S; Sachan, A; Adhikari, A; Mukherjee, A |
| Title |
Developing and validating e-marketplace service quality model in B2G e-commerce settings: a mixed-methods approach |
| Year |
2023 |
| Published |
International Journal Of Operations & Production Management, 43, 12 |
| DOI |
10.1108/IJOPM-05-2022-0333 |
| Abstract |
PurposeThe research aims to qualitatively explore e-marketplace service quality (EMSQ) from the perspective of an industrial buyer as a sole decision-maker. It further intends to quantitatively examine its impact on the industrial buyer's perceived value (PV), overall satisfaction (SAT), and e-loyalty (ELOY) in the context of business-to-government (B2G) e-commerce.Design/methodology/approachThe research used an exploratory sequential mixed-method design. A qualitative exploratory study of EMSQ was conducted using a Straussian grounded theory (GT) technique, followed by an explanatory quantitative study using PLS-SEM to evaluate causal links between various research variables.FindingsIn the area of e-services, the investigation found that the hierarchical structure of EMSQ encompasses six broadly applicable dimensions and one B2G context-specific dimension of the e-governance process quality. The study also reinforced previous research findings in the B2C and B2B e-commerce domains, highlighting that e-service quality positively impacts online buyer's PV, SAT and ELOY.Research limitations/implicationsThis research contributed to the area of e-service operations by developing and validating the EMSQ model in the B2G e-commerce settings. Further, it has opened up new research avenues in B2G e-commerce.Practical implicationsThe findings from this research highlighted that e-service operations managers should focus on usability, technological concerns, product/vendor quality concerns, customer support reliability, along with effective e-governance, ordering and logistics processes for e-business success. It also provides policymakers with guidelines for making B2G e-marketplaces sustainable.Originality/valueTo the best of the author's knowledge, this is the first study employing the GT and PLS-SEM techniques to explore EMSQ from the viewpoint of industrial buyers in B2G e-commerce. The study contributed to prior literature by proposing and validating the hierarchical EMSQ model. |
| Author Keywords |
E-Service quality; E-marketplace; E-commerce; B2G; B2B; Mixed-method |
| Index Keywords |
Index Keywords |
| Document Type |
Other |
| Open Access |
Open Access |
| Source |
Social Science Citation Index (SSCI) |
| EID |
WOS:000945351500001 |
| WoS Category |
Management |
| Research Area |
Business & Economics |
| PDF |
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