Developing And Validating A Quality Assessment Scale For Web Portals
AbstractThe Web portals business model has spread rapidly over the last few years. Despite this, there have been very few scholarly findings about which services and characteristics make a Web site a portal and which dimensions determine the customers’ evaluation of the portal’s quality. Taking the example of financial portals, the authors develop a theoretical framework of the Web portal quality construct by determining the number and nature of corresponding dimensions, which are: security and trust, basic services quality, cross-buying services quality, added values, transaction support and relationship quality. To measure the six portal quality dimensions, multi item measurement scales are developed and validated.
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Bibliographic InfoPaper provided by EconWPA in its series Microeconomics with number 0402007.
Date of creation: 04 Feb 2004
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Construct Validation; Customer Retention; E-Banking; E- Loyalty; Service Quality; Web Portals;
Find related papers by JEL classification:
- D20 - Microeconomics - - Production and Organizations - - - General
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- Bolton, Ruth N & Drew, James H, 1991. " A Multistage Model of Customers' Assessments of Service Quality and Value," Journal of Consumer Research, University of Chicago Press, vol. 17(4), pages 375-84, March.
- Hans H. Bauer & Maik Hammerschmidt, 2004. "Marketing for Business-to-Business Electronic Markets," Microeconomics 0402010, EconWPA, revised 28 Mar 2004.
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