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Developing And Validating A Quality Assessment Scale For Web Portals


  • Hans H. Bauer

    (University of Mannheim)

  • Maik Hammerschmidt

    (University of Mannheim)


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, EconWPA.
  • Handle: RePEc:wpa:wuwpmi:0402007
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    References listed on IDEAS

    1. Hans H. Bauer & Maik Hammerschmidt & Matthias Staat, 2004. "Analyzing Product Efficiency – A Customer-Oriented Approach," Microeconomics 0402004, EconWPA.
    2. Bayón, Tomás & Gutsche, Jens & Bauer, Hans, 2002. "Customer Equity Marketing:: Touching the Intangible," European Management Journal, Elsevier, vol. 20(3), pages 213-222, June.
    3. Ruth N. Bolton, 1998. "A Dynamic Model of the Duration of the Customer's Relationship with a Continuous Service Provider: The Role of Satisfaction," Marketing Science, INFORMS, pages 45-65.
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    Cited by:

    1. Hans H. Bauer & Maik Hammerschmidt, 2004. "Marketing for Business-to-Business Electronic Markets," Microeconomics 0402010, EconWPA, revised 28 Mar 2004.

    More about this item


    Construct Validation; Customer Retention; E-Banking; E- Loyalty; Service Quality; Web Portals;

    JEL classification:

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

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