Simultaneous measurement of quality in different online services

Ramón Barrera Barrera and Gabriel Cepeda Carrión

The Service Industries Journal, 2014, vol. 34, issue 2, 123-144

Abstract: 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.

Date: 2014
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Citations: View citations in EconPapers (6)

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DOI: 10.1080/02642069.2013.763345

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The Service Industries Journal is currently edited by Eileen Bridges, Professor Domingo Ribeiro, Ronald Goldsmith, Barry Howcroft and Youjae Yi

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