IDEAS home Printed from https://ideas.repec.org/a/taf/servic/v34y2014i2p123-144.html
   My bibliography  Save this article

Simultaneous measurement of quality in different online services

Author

Listed:
  • 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
    as

    Download full text from publisher

    File URL: http://hdl.handle.net/10.1080/02642069.2013.763345
    Download Restriction: Access to full text is restricted to subscribers.
    File URL: https://libkey.io/10.1080/02642069.2013.763345?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. 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.
    2. 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.
    3. 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.
    4. 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.
    5. 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.

    More about this item

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:taf:servic:v:34:y:2014:i:2:p:123-144. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Chris Longhurst (email available below). General contact details of provider: http://www.tandfonline.com/FSIJ20 .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.