Simultaneous measurement of quality in different online services

The purpose of our study is to propose a measurement model, based on two separate scales, to simultaneously test the quality of three services: online travel reservations, accommodation reservations and online ticketing. A scale to measure electronic service quality consists of four dimensions: desi...

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Bibliographic Details
Published in:The Service industries journal 2014-01, Vol.34 (2), p.123-144
Main Authors: Barrera, Ramón Barrera, Carrión, Gabriel Cepeda
Format: Article
Language:English
Subjects:
Comparative analysis
Electronic commerce
electronic service quality
loyalty
Mathematical models
Measurement techniques
Quality of service
satisfaction
Validation studies
website
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Summary:The purpose of our study is to propose a measurement model, based on two separate scales, to simultaneously test the quality of three services: online travel reservations, accommodation reservations and online ticketing. A scale to measure electronic service quality consists of four dimensions: design, functionality, privacy and information/reliability. The second scale used to measure recovery electronic service quality consists of two dimensions: access/contact and responsiveness. The findings indicate that our scales are reliable, valid and consistent among different contexts. To complete the validity assessment of the proposed scales, we test the nomological validity comparing different competing models.
ISSN:0264-2069
1743-9507
DOI:10.1080/02642069.2013.763345