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Simultaneous measurement of quality in different online services

Author

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  • Ramón Barrera Barrera
  • Gabriel Cepeda Carrión

Abstract

The purpose of our study is to propose a measurement model, based on two separate scales, to simultaneously test the quality of three services: online travel reservations, accommodation reservations and online ticketing. A scale to measure electronic service quality consists of four dimensions: design, functionality, privacy and information/reliability. The second scale used to measure recovery electronic service quality consists of two dimensions: access/contact and responsiveness. The findings indicate that our scales are reliable, valid and consistent among different contexts. To complete the validity assessment of the proposed scales, we test the nomological validity comparing different competing models.

Suggested Citation

  • Ramón Barrera Barrera & Gabriel Cepeda Carrión, 2014. "Simultaneous measurement of quality in different online services," The Service Industries Journal, Taylor & Francis Journals, vol. 34(2), pages 123-144, January.
    • Handle: RePEc:taf:servic:v:34:y:2014:i:2:p:123-144
    DOI: 10.1080/02642069.2013.763345
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    Citations

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    Cited by:

    1. Lukasz Damurski & Jacek Pluta & Jerzy Ładysz & Magdalena Mayer-Wydra, 2019. "Online or Offline Services for Urban Neighbourhoods?: Conceptualisation of Research Problems," International Journal of E-Planning Research (IJEPR), IGI Global, vol. 8(1), pages 50-67, January.
    2. Rong-Chang Jou & Yeong-Jia Day, 2021. "Application of Revised Importance–Performance Analysis to Investigate Critical Service Quality of Hotel Online Booking," Sustainability, MDPI, vol. 13(4), pages 1-18, February.
    3. Bożena Gajdzik & Kamila Bartuś & Magdalena Jaciow & Radosław Wolniak & Robert Wolny & Wiesław Wes Grebski, 2024. "Evolution of Polish E-Consumers’ Environmental Awareness and Purchasing Behavior over Ten Years," Sustainability, MDPI, vol. 16(11), pages 1-29, May.
    4. Bożena Gajdzik & Magdalena Jaciow & Robert Wolny, 2023. "Types of E-Consumers and Their Implications for Sustainable Consumption—A Study of the Behavior of Polish E-Consumers in the Second Decade of the 21st Century," Sustainability, MDPI, vol. 15(16), pages 1-21, August.
    5. Lukasz Damurski, 2021. "How to Include Omnichannel Services in Land-Use Policy?: E-Planning Holds the Key," International Journal of E-Planning Research (IJEPR), IGI Global, vol. 10(3), pages 70-85, July.
    6. Reguera-Alvarado, Nuria & Blanco-Oliver, Antonio & Martín-Ruiz, David, 2016. "Testing the predictive power of PLS through cross-validation in banking," Journal of Business Research, Elsevier, vol. 69(10), pages 4685-4693.

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