Development and validation of an instrument to measure user perceived service quality of information presenting Web portals

Research output: Journal Publications and Reviews (RGC: 21, 22, 62)21_Publication in refereed journalpeer-review

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Original languageEnglish
Pages (from-to)575-589
Journal / PublicationInformation and Management
Issue number4
Online published10 Jun 2004
Publication statusPublished - May 2005


Increasing numbers of organizations have set up material on their Web portals as a way of providing users with information about their products or services. This study developed and validated an instrument to measure user perceived service quality of such portals. Based upon conceptual models in the areas of IS and technology adoption, and using responses from 1992 users, we validated a five-dimension service quality instrument involving: usability, usefulness of content, adequacy of information, accessibility, and interaction. This scale provides a useful instrument for researchers who wish to measure the service quality of Web portals and for portal managers who want to improve their service performance. © 2004 Elsevier B.V. All rights reserved.

Research Area(s)

  • Electronic commerce, Information presenting Web portal, Scale development, Web portal service quality, Web site design, Web site quality