TY - JOUR
T1 - Measuring customer perceived online service quality
T2 - Scale development and managerial implications
AU - Yang, Zhilin
AU - Jun, Minjoon
AU - Peterson, Robin T.
PY - 2004
Y1 - 2004
N2 - The purpose of this paper is to set forth a reliable and valid means of measuring online service quality based on a broad conceptual framework which integrates theory and conceptualization in customer service quality, information systems quality, and product portfolio management, into online service quality. An ethnographic content analysis of 848 customer reviews of online banking services was employed to identify salient online service quality dimensions. The most frequently cited online service quality attributes, along with literature review and personal interview results, were utilized to develop the survey questionnaire. Subsequent to the pre-test, a Web-based survey was undertaken to verify and test the online service quality model. A confirmatory factor analysis produced six key online service quality dimensions: reliability, responsiveness, competence, ease of use, security, and product portfolio. This paper includes a discussion of the managerial and theoretical implications of this online service quality model.
AB - The purpose of this paper is to set forth a reliable and valid means of measuring online service quality based on a broad conceptual framework which integrates theory and conceptualization in customer service quality, information systems quality, and product portfolio management, into online service quality. An ethnographic content analysis of 848 customer reviews of online banking services was employed to identify salient online service quality dimensions. The most frequently cited online service quality attributes, along with literature review and personal interview results, were utilized to develop the survey questionnaire. Subsequent to the pre-test, a Web-based survey was undertaken to verify and test the online service quality model. A confirmatory factor analysis produced six key online service quality dimensions: reliability, responsiveness, competence, ease of use, security, and product portfolio. This paper includes a discussion of the managerial and theoretical implications of this online service quality model.
KW - Customer service quality
KW - Worldwide web
UR - http://www.scopus.com/inward/record.url?scp=8644286330&partnerID=8YFLogxK
UR - https://www.scopus.com/record/pubmetrics.uri?eid=2-s2.0-8644286330&origin=recordpage
U2 - 10.1108/01443570410563278
DO - 10.1108/01443570410563278
M3 - RGC 21 - Publication in refereed journal
SN - 0144-3577
VL - 24
SP - 1149
EP - 1174
JO - International Journal of Operations and Production Management
JF - International Journal of Operations and Production Management
IS - 11
ER -