Developing And Validating A Quality Assessment Scale For Web Portals
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.
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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, Oxford University Press, vol. 17(4), pages 375-84, March.
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