Evaluation of quality in different electronic services : a multigroup analysis

Ramón Barrera-Barrera; Antonio Navarro-García; Marta Peris-Ortiz

Most of articles that have recently appeared studying electronic service quality propose scales that are focused on measuring the quality of a particular service. However, could these scales be applied to measure the quality of other online services? In this situation, the main purpose of this study is to test the equivalence of a factor model to evaluate the quality of three services: online travel reservations, accommodation reservations and online ticketing. The results support the measurement equivalence of the measures. However, the importance of the dimensions varies across the services. In this sense, reliability is the most important factor in the evaluation of Websites of travel and accommodation reservations. Furthermore, in the evaluation of ticketing Websites, the higher weight factor is design.

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Year of publication:	2015
Authors:	Barrera-Barrera, Ramón ; Navarro García, Antonio ; Peris-Ortiz, Marta
Published in:	The international journal of management science and information technology : IJMSIT ; an official publication of the North American Institute of Science and Information Technology. - Toronto : NAISIT Publ., ISSN 1923-0273, ZDB-ID 2769259-0. - 2015, 15, p. 5-27
Subject:	electronic service quality \| measurement invariance \| multigroup \| confirmatory factor analysis \| Website \| Dienstleistungsqualität \| Service quality \| Faktorenanalyse \| Factor analysis \| Electronic Commerce \| E-commerce \| Produktqualität \| Product quality \| Messung \| Measurement

Extent:	graph. Darst.
Type of publication:	Article
Type of publication (narrower categories):	Aufsatz in Zeitschrift ; Article in journal
Language:	English
Other identifiers:	hdl:10419/178787 [Handle]
Source:	ECONIS - Online Catalogue of the ZBW

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