Barrera-Barrera, Ramón Navarro-García, Antonio Peris-Ortiz, Marta
Year of Publication:
[Journal:] The International Journal of Management Science and Information Technology (IJMSIT) [ISSN:] 1923-0273 [Year:] 2015 [Issue:] 15 [Pages:] 5-27
Most of articles that have recently appeared studying electronic service quality propose scales that are focused on measuring the quality of a particular service. However, could these scales be applied to measure the quality of other online services? In this situation, the main purpose of this study is to test the equivalence of a factor model to evaluate the quality of three services: online travel reservations, accommodation reservations and online ticketing. The results support the measurement equivalence of the measures. However, the importance of the dimensions varies across the services. In this sense, reliability is the most important factor in the evaluation of Websites of travel and accommodation reservations. Furthermore, in the evaluation of ticketing Websites, the higher weight factor is design.
electronic service quality measurement invariance multigroup confirmatory factor analysis Website