Measuring web-based service quality

Li, Y.N.; Tan, Kok Choon; Xie, Min

doi:10.1080/0954412022000002072

Cited by 235 publications

(139 citation statements)

References 32 publications

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“…On the basis of this study, we have measured the Website quality construct by reference to the contributions of the following authors: for the construction of the ease of use and security and privacy dimensions we have taken 3 and 4 items, respectively, from Casaló et al (2007). The information dimension is based on 3 items from Ho and Lee (2007) and Li, Tan and Xie (2002). The Responsiveness dimension is based on 2 items from Ho and Lee (2007) and Parasuraman et al (2005).…”

Section: Methodsologymentioning

confidence: 99%

Airline website loyalty formation and the moderating effects of gender and education

et al. 2012

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The objective of this study is to analyse the moderating effects of gender and education on users' loyalty to the website of an airline. We provide a tested model for greater understanding the effects of gender and education on the loyalty of experienced users in utilitarian purchasers of airline's website. The results reveal that website quality, esatisfaction, e-trust and affective e-loyalty are antecedents of conative e-loyalty in loyalty relationships between passengers and airline websites, as well as the importance of university education in the configuration of loyalty to the website. Consumers with university education are found to be more likely to purchase through the websites of airline companies than those without. Also, according to the most recent literature, the moderating effect of gender has been found non-significant in most of the causal relationships presented in the model studied.

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Section: Methodsologymentioning

confidence: 99%

Airline website loyalty formation and the moderating effects of gender and education

et al. 2012

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“…Other researchers in this field (e.g., Long and McMellon, 2004;Sheehan and Hoy, 2000) are also reporting the need to adapt offline constructs to the online context. Importantly, these researchers distinguish the online environment on characteristics like the absence of normal audio and visual cues (Long and McMellon, 2004), the different communication methods available (Li et al, 2002) and increased privacy and security concerns of consumers (Sheehan and Hoy, 2000), and suggest that it is these differences that necessitate the adaptation of the concepts developed for the offline environment to the emerging online purchase environment.…”

Section: Online Service Evaluationsmentioning

confidence: 99%

The role of product involvement in e-service evaluations

Wang

Gudergan

Lings

2008

IJEMR

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This paper provides conceptual and empirical insights into consumers' evaluations of online services and their consequent behavioural intentions. We show that behavioural intentions in online contexts are driven primarily by two factors, namely online service satisfaction and perceived service quality. Perceived sacrifice and service quality are found to have an indirect effect on online service satisfaction through their influences on perceived value associated with the online service. In addition, we examine the moderating effects of product involvement and discuss the implications of our research findings.

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“…Bu kriter e-hizmet kalitesinde web sitesiyle ilgili tüm somut kavramları içerir [1, 20,27] Müşterilere kişisel ilgi gösterilmesi ve müşteri geçmişinin saklanması AHP olduğu ve uzman görüşlerinden doğabilecek belirsizlikleri gidermek için de bulanık mantığın kullanılması gerektiği sonucu çıkarılmıştır [48,49]. Aynı zamanda ağırlıkların sıralaması için de bulanık TOPSIS yönteminin tutarlı sonuçlar verdiği düşünülmüştür.…”

Section: Görsel Ve Fiziki Yapıunclassified