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	  II CHAPTER	  1:	  INTRODUCTION	  	  1 1.1	  INTRODUCTION	  	  1 1.1.1	   E-­‐Tailing	  in	  the	  United	  States	  	  3 1.1.2	   E-­‐Tailing	  in	  India	  	  3 1.2	   DEFINITION	  OF	  E-­‐SERVICE	  QUALITY	  	  4 1.3	   THE	  ROLE	  OF	  MOBILE	  APPS	  IN	  E-­‐TAILING	  	  6 1.4	   THE	  NEED	  FOR	  A	  GLOBAL	  SAMPLE	  	  6 1.5	  RESEARCH	  OBJECTIVES	  	  7 CHAPTER	  2:	  LITERATURE	  REVIEW	  AND	  RESEARCH	  HYPOTHESES	  	  8 2.1	  LITERATURE	  REVIEW	  	  8 2.2	  RESEARCH	  HYPOTHESES	  	  10 CHAPTER	  3:	  	  METHODOLOGY	  	  11 3.1	  GENERATION	  OF	  SCALE	  ITEMS	  	  11 3.2	  CONSTRUCTS	  AND	  GENERATION	  OF	  SCALE	  ITEMS	  	  12 3.3	  TECHNICAL	  DETAILS	  OF	  THE	  INVESTIGATION	  	  12 3.4	  THE	  DEMOGRAPHIC	  QUESTIONNAIRE	  	  13 CHAPTER	  4:	  DATA	  ANALYSIS	  	  16 4.1	  ITEM	  ANALYSIS	  	  16 4.1.1	  Results	  of	  Item	  Analysis	  	  18 4.2	  KAISER-­‐MEYER-­‐OLKIN	  (KMO)	  AND	  BARTLETT	  TEST	  	  19 4.3	  EXPLORATORY	  FACTOR	  ANALYSIS	  (EFA)	  	  19 4.4	  RELIABILITY	  AND	  VALIDITY	  ASSESSMENT	  	  22 4.5	  REGRESSION	  ANALYSIS	  	  23 4.5.1	  Results	  of	  Regression	  Analysis	  	  23 4.5.2	  Regression	  Analysis	  Based	  on	  Country	  	  24 CHAPTER	  5:	  RESEARCH	  FINDINGS,	  CONCLUSIONS	  AND	  LIMITATIONS	  	  27 5.1	  RESEARCH	  FINDINGS	  	  27 5.2	  CONCLUSIONS	  	  28 5.3	  LIMITATIONS	  AND	  RECOMMENDATIONS	  FOR	  FUTURE	  WORK	  	  29 REFERENCES	  	  30

A Comparative Study of e-Tail Service Quality Scale in USA and India