Users' perceptions of the free, virtual-only service experience
Using two stages of large-scale empirical data collection and analysis, this article presents a first attempt to develop a scale (netQ) for measuring the quality of free, virtual-only service experience. In the first stage, based on responses to an online survey, qualitative analysis has been used to identify the service quality items. This was followed by a second survey on webmail services. Exploratory factor analysis revealed the dimensionality of the final scale, which consists of four underlying dimensions: web design, reliability, user assistance, and privacy/security. Directions for further research on online service quality are suggested. Managerial implications are also reported.
Year of publication: |
2006
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Authors: | Yilmazsoy, Baris ; Saad, Mohammed ; Cicmil, Svetlana |
Published in: |
The Service Industries Journal. - Taylor & Francis Journals, ISSN 0264-2069. - Vol. 29.2006, 7, p. 1007-1019
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Publisher: |
Taylor & Francis Journals |
Saved in:
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