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Developing And Validating A Quality Assessment Scale For Web Portals

Author

Listed:
  • Hans H. Bauer

    (University of Mannheim)

  • Maik Hammerschmidt

    (University of Mannheim)

Abstract

The 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.

Suggested Citation

  • Hans H. Bauer & Maik Hammerschmidt, 2004. "Developing And Validating A Quality Assessment Scale For Web Portals," Microeconomics 0402007, University Library of Munich, Germany.
    • Handle: RePEc:wpa:wuwpmi:0402007
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    File URL: https://econwpa.ub.uni-muenchen.de/econ-wp/mic/papers/0402/0402007.pdf
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    References listed on IDEAS

    as
    1. John G. Lynch , Jr. & Dan Ariely, 2000. "Wine Online: Search Costs Affect Competition on Price, Quality, and Distribution," Marketing Science, INFORMS, vol. 19(1), pages 83-103, April.
    2. Sandra L. Hofferth & Johanne Boisjoly & Greg J. Duncan, 1999. "The Development Of Social Capital," Rationality and Society, , vol. 11(1), pages 79-110, February.
    3. Bolton, Ruth N & Drew, James H, 1991. "A Multistage Model of Customers' Assessments of Service Quality and Value," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 17(4), pages 375-384, March.
    Full references (including those not matched with items on IDEAS)

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    Cited by:

    1. Hans H. Bauer & Maik Hammerschmidt, 2004. "Marketing for Business-to-Business Electronic Markets," Microeconomics 0402010, University Library of Munich, Germany, revised 28 Mar 2004.

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    More about this item

    Keywords

    Construct Validation; Customer Retention; E-Banking; E- Loyalty; Service Quality; Web Portals;
    All these keywords.

    JEL classification:

    • D20 - Microeconomics - - Production and Organizations - - - General

    NEP fields

    This paper has been announced in the following NEP Reports:

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