Abstract The purpose of this research is to investigate and analyze the complex factors impacting electronic service quality (e-SQ) and to apply the outcomes to propose a conceptual integrated framework for electronic hedonic service quality (e-HSQ). The scope of published studies on e-SQ is wide, fragmented, and lacking integrated research efforts, particularly when dealing with hedonic values. This study uses a systematic literature review to trace hedonic aspects of service quality and applies qualitative research methods using two focus group interviews and the RQDA software package with applied funnel mechanism stages to derive a separate e-HSQ scale clustered into two main categories of themes—website experiential and visual—where both are integrated within the context of the Stimuli–Organism–Response framework. This has not been researched before and contributes to current literature by furthering understanding of online purchase behavior within the electronic-hedonic context. The findings and implications are discussed based on the development of the integrated framework and directions for future research are suggested.

中文翻译：

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电子享乐服务质量（e-HSQ）综合概念框架的开发：一项探索性研究

摘要这项研究的目的是调查和分析影响电子服务质量（e-SQ）的复杂因素，并应用结果提出一个概念性的电子享乐服务质量（e-HSQ）集成框架。有关e-SQ的已发表研究的范围广泛，分散且缺乏综合研究工作，尤其是在处理享乐价值时。这项研究使用系统的文献综述来追踪服务质量的享乐主义方面，并通过两次焦点小组访谈和带有应用漏斗机制阶段的RQDA软件包来应用定性研究方法，以得出独立的e-HSQ量表，该量表分为两个主要类别：网站的体验和视觉效果-两者都整合在“刺激-有机体-反应”框架的背景下。以前尚未对此进行研究，并且通过进一步了解电子享乐环境中的在线购买行为为当前的文献做出了贡献。在综合框架的发展基础上讨论了发现和意义，并提出了未来研究的方向。