Un modelo de la percepción de calidad en servicios puros por Internet. Aplicación al sistema de inscripciones en línea en una institución educativa

Gamboa García Mila María () and Domenge Muñoz Rogerio ()
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Gamboa García Mila María: Brand Developer Knorr
Domenge Muñoz Rogerio: Instituto Tecnológico Autónomo de México

Contaduría y Administración, 2011, vol. 56, issue 1, 11-31

Abstract: As Internet use for service purposes has become increasingly important in many types of organizations, customer perception of its quality has become a fundamental criterion for designing and redesigning these services to satisfy customer expectations. The objective of this article is to propose and test a model for measuring quality perception in a pure Internet services as well as identifying the impacts of the quality perceptions. This research is based on structural equations modeling. The results suggest that quality perception has a positive relation to the user’s intention of re-using and recommending the service. Users consider efficiency, reliability, availability, and privacy as significant factors in their service quality perception. Nevertheless, when the user has problems with the service, he also evaluates the possibility of correcting errors, the site’s response capability, and the existence and availability of personal customer service.

Keywords: calidad en el servicio; Internet; modelos ecuaciones estructurales (search for similar items in EconPapers)
Date: 2011
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Persistent link: https://EconPapers.repec.org/RePEc:nax:conyad:v:56:y:2011:i:1:p:11-31

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