Simultaneous measurement of quality in different online services

Factors Influencing E-Service Quality in Indian Tourism Industry

“…Satisfaction with tourism websites leads to establishing trust which further enhances repeat purchases. The study conducted an empirical analysis of various dimensions of E-Service Quality on the context of studies of (Parasuraman & Zeithaml, 2005), Wolfinbarger & Gilly (2003), (Kaynama & Black, 2000), (Madu & Madu, 2002), (Barrera & Carrion, 2013). Factor analysis was conducted to extract the factors which contributed to E-Service quality.…”

“…A questionnaire was developed for eight factors. The scale items were adapted from previous studies of empirical studies of (Ho & Lee, 2007) (Parasuraman & Zeithaml, 2005); (Anderson & Srinivasan, 2003); (Kaynama & Black, 2000), (Madu & Madu, 2002), (Barrera & Carrion, 2013). A pilot study and pretest of the questionnaire was conducted using 50 post graduate students in Chandigarh who had prior experience of online booking of hotel or a tour package in India.…”

“…Further process/reliability had the highest impact on overall quality. (Barrera & Carrion, 2013) developed a model based on two different scales and tested three services-online travel reservation, accommodation reservations, and online ticketing. The first scale developed electronic service quality which consisted of four dimensions-design, functionality, privacy and information/reliability.…”

Designing Online Service: From State-of-the-Art to a Unified Framework

“…The identified research gaps are:  To perform longitudinal study for future research because it offers more accurate observation and provides high validity of research (Ahn et al, 2007;Cheng et al, 2006;Yang and Fang, 2004).  To extend the developed model and framework in prior studies at different online services and in various industries for a valid and reliable analysis (Barrera and Carrión, 2014;El-Gohary, 2012;Klaus, 2013;Ladhari and Leclerc, 2013).  To expand studies' sample size in a wider spectrum in order to ascertain the developed hypotheses (Laforet and Li, 2005;Lean et al, 2009;Sohail and Shanmugham, 2003).…”

Measuring performance of management process: Efficiency, capability, cost and maturity

“…Process cost is utilized to measure the expenses of energy consumption, including direct cost and indirect cost. Barrera and Carrion [19] proposed a model to measure the quality of online service processes. Djellal and Gallouj [7] discussed the issues related to service productivity from theoretical and strategic perspectives.…”