Users' perceptions of the free, virtual-only service experience

Baris Yilmazsoy, Mohammed Saad and Svetlana Cicmil

The Service Industries Journal, 2006, vol. 29, issue 7, 1007-1019

Abstract: 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.

Date: 2006
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DOI: 10.1080/02642060902749856

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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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