La qualité des sites Web marchands en distribution : proposition d'une échelle de mesure E-Qual

The purpose of this article is to present a multi-items scale on Web retail service quality. After reviewing the literature on this subject, two studies are presented. The first study is a qualitative one with a literature review and a series of depth individuals interviews and focus groups of econsumers.This study allows us to identify nine important dimensions to consumers in their assessment of the quality Internet retailers. Theses dimensions are access, easy of use, design, products and services offering, interactivity, security, quality of information, reliability and service recovery. The second study is a quantitative one. After questioning almost 350 web shoppers, this study helps to select the most appropriate dimensions to create a multi-items scale and conduct survey to assess the reliability and the validity of these dimensions. Theoretical and managerial implications are discussed.