DEVELOPING AND VALIDATING A QUALITY ASSESSMENT SCALE FOR WEB PORTALS

Hans H. Bauer and Maik Hammerschmidt ()
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Hans H. Bauer: University of Mannheim

Microeconomics from University Library of Munich, Germany

Abstract: The Web portals business model has spread rapidly over the last few years. Despite this, there have been very few scholarly findings about which services and characteristics make a Web site a portal and which dimensions determine the customers’ evaluation of the portal’s quality. Taking the example of financial portals, the authors develop a theoretical framework of the Web portal quality construct by determining the number and nature of corresponding dimensions, which are: security and trust, basic services quality, cross-buying services quality, added values, transaction support and relationship quality. To measure the six portal quality dimensions, multi item measurement scales are developed and validated.

Keywords: Construct Validation; Customer Retention; E-Banking; E- Loyalty; Service Quality; Web Portals (search for similar items in EconPapers)
JEL-codes: D20 (search for similar items in EconPapers)
Date: 2004-02-04
New Economics Papers: this item is included in nep-mic
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Persistent link: https://EconPapers.repec.org/RePEc:wpa:wuwpmi:0402007

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