WebQual: An Instrument for Consumer Evaluation of Web Sites

Loiacono, Eleanor T.; Watson, Richard T.; Goodhue, Dale L.

doi:10.2753/jec1086-4415110302

Cited by 705 publications

(589 citation statements)

References 70 publications

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“…The ease of understanding of the structure of an online shopping website, its functions, interface, and its content encourage online shopping. These findings, too, are supported by previous studies (Loiacono et al 2007, Santos 2003, Shin et al 2013, Tandon et al 2015b). This leads us to comprehend that all the terms and conditions concerned with products should be provided in clear and understandable language.…”

Section: Website Service Qualitysupporting

confidence: 81%

“…Thus, further studies can extend this scale to understand the perceptions of both groups. Ease of understanding (Loiacono et al 2007, Tandon et al 2015b The language used by online retailing websites is easy to understand (EASEUND1). * * Display pages lead to further understandable information (EASEUND2).…”

Section: Limitations and Further Areas Of Researchmentioning

confidence: 99%

“…Ease of use (Loiacono et al 2007) It was easy for me to learn internet shopping (EASEUSE1). Internet shopping websites are easy to use (EASEUSE2).…”

Section: Process Of Transaction Of Online Retailing Website Is Undersmentioning

confidence: 99%

“…Further, Parasuraman et al (2005) developed submodel E-RecS-QUAL for service recovery quality consisting of responsiveness, compensation, and contact. Loiacono et al (2007) developed WebQual TM comprising informational fit-to-task, interactivity, trust, ease of understanding, intuitive operations, visual appeal, consistency, and online completeness. The scale has also been empirically validated in several different countries, including the United States, China, Australia, Cyprus, Hong Kong, Korea, South Africa, Netherlands, and the United Kingdom.…”

Section: Theories Of Website Service Qualitymentioning

confidence: 99%

“…Information usefulness was measured using two items from Shin et al (2013). Ease of use and ease of understanding was measured using items from Loiacono et al (2007) and Tandon et al (2015a). Ease of ordering was a new scale item included in the scale of website service quality.…”

Section: Measurement Developmentmentioning

confidence: 99%

See 4 more Smart Citations

Customer Satisfaction as Mediator Between Website Service Quality and Repurchase Intention: An Emerging Economy Case

2017

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Abstract. The purpose of this research is to develop a research model to understand the important dimensions of website service quality and its influence on repurchase intention. The study also analyzes the mediating effect of customer satisfaction on repurchase intention. The results of empirical analysis confirmed that website quality can be conceptualized as a composite of navigation, ease of understanding, information usefulness, website design, ease of use, security and privacy, ease of ordering, and customization. Second, website quality positively affects repurchase intention and customer satisfaction. Third, website service quality can affect repurchase intention by enhancing mediators like customer satisfaction, as it has full mediating effect on repurchase intention. This study has developed the instrument dimensions of website service quality in online shopping context. The study has also refined the scale of repurchase intention by including "cash-on-delivery" (COD) mode of payment as a new dimension to inculcate confidence for online shopping in emerging economies. Supplemental Material:The online appendix is available at https://doi

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Section: Website Service Qualitysupporting

confidence: 81%

Section: Limitations and Further Areas Of Researchmentioning

confidence: 99%

“…Ease of use (Loiacono et al 2007) It was easy for me to learn internet shopping (EASEUSE1). Internet shopping websites are easy to use (EASEUSE2).…”

Section: Process Of Transaction Of Online Retailing Website Is Undersmentioning

confidence: 99%

Section: Theories Of Website Service Qualitymentioning

confidence: 99%

Section: Measurement Developmentmentioning

confidence: 99%

See 3 more Smart Citations

Customer Satisfaction as Mediator Between Website Service Quality and Repurchase Intention: An Emerging Economy Case

2017

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How trust leads to online purchase intention founded in perceived usefulness and peer communication

Harrigan

Feddema

Wang

et al. 2021

J of Consumer Behaviour

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This study seeks to understand the specific factors on social media that help drive the intention to purchase fashion‐related products, focusing on the central role of trust. The unique contribution of this research lies in its exploration of the interplay between perceived usefulness of the fashion brand's social media and peer communication on the fashion brand's social media in driving trust in the fashion brand's social media and, ultimately, purchase intention. Theoretically, we combine the technology acceptance model and consumer socialisation theory to explore the mediating role of trust in a rapidly expanding and growing industry sector. In surveying 150 Europeans to test our hypotheses around the aforementioned concepts, findings show that the perceived usefulness of a brand's social media is impacted by a set of atmospheric cues, and it influences the level of trust in both the fashion brand and its social media channels. Peer communication also influences perceived usefulness and level of trust in both the fashion brand and its social media channels. Trust in the brand but not its social media channels impacts purchase intention. The role of privacy concerns is limited in our model. We draw implications for theory around combining consumer socialisation theory and the technology acceptance model and for managers around parallel strategies to build different sets of trust on social media.

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Distributed Fascinating Knowledge Over an Online Travel Community

Ku¹

2012

Journal of Tourism Research

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The research goal of this study was to investigate how website design quality and website service quality affect participation behavior in the online travel community by moderating tacit knowledge and commitment. The design of the questionnaire linked it to the invitation message on the three travel communities, of which 235 were returned completed. The finding of the study shows that an online travel community that allows quick manipulation capabilities is likely to attract its members. To succeed, online travel communities have to rethink the way in which they embrace a new art of dialog and collaboration with their members. Copyright © 2012 John Wiley & Sons, Ltd.

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WebQual: An Instrument for Consumer Evaluation of Web Sites

Cited by 705 publications

References 70 publications

Customer Satisfaction as Mediator Between Website Service Quality and Repurchase Intention: An Emerging Economy Case

Customer Satisfaction as Mediator Between Website Service Quality and Repurchase Intention: An Emerging Economy Case

How trust leads to online purchase intention founded in perceived usefulness and peer communication

Distributed Fascinating Knowledge Over an Online Travel Community

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