Development and validation of an instrument to measure user perceived service quality of information presenting Web portals

被引：3
|
作者：
Yang, ZL [1 ]
Cai, SH
Zhou, Z
Zhou, N
机构：
[1] City Univ Hong Kong, Dept Mkt, Kowloon, Hong Kong, Peoples R China
[2] Lakehead Univ, Fac Business Adm, Thunder Bay, ON P7B 5E1, Canada
[3] Univ Hong Kong, Sch Business, Hong Kong, Hong Kong, Peoples R China
来源：
INFORMATION & MANAGEMENT | 2005年 / 42卷 / 04期
关键词：
Web portal service quality; scale development; electronic commerce; information presenting Web portal; Web site design; Web site quality;
D O I：
10.1016/S0378-7206(04)00073-4
中图分类号：
TP [自动化技术、计算机技术];
学科分类号：
0812 ;
摘要：
Increasing numbers of organizations have set up material on their Web portals as a way of providing users with information about their products or services. This study developed and validated an instrument to measure user perceived service quality of such portals. Based upon conceptual models in the areas of IS and technology adoption, and using responses from 1992 users, we validated a five-dimension service quality instrument involving: usability, usefulness of content, adequacy of information, accessibility, and interaction. This scale provides a useful instrument for researchers who wish to measure the service quality of Web portals and for portal managers who want to improve their service performance. (c) 2004 Elsevier B.V. All rights reserved.
引用
收藏
页码：575 / 589
页数：15
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