Perceived online service quality: Latent dimensions and ontological implications

Mary Tate, Beverley G. Hope, Joerg Evermann, Stuart Barnes

Research output: Contribution to conferencePaper

1 Citation (Scopus)

Abstract

Research on perceived online service quality has, since its beginnings in the 1990's, shown little consensus about its dimensionality. In this study, we modify a well-tested existing instrument to add the notion of transaction quality. We carry out exploratory factor analysis and find that our results disconfirm our a priori hypotheses about the factor structure and some of the findings of previous studies. This raises questions about the about the ontology of the latent dimensions of online service quality.
Original languageEnglish
Number of pages9
Publication statusPublished - 2007
EventPACIS 2007 - 11th Pacific Asia Conference on Information Systems: Managing Diversity in Digital Enterprises - Langham Hotel, Auckland, New Zealand
Duration: 4 Jul 20076 Jul 2007

Conference

ConferencePACIS 2007 - 11th Pacific Asia Conference on Information Systems: Managing Diversity in Digital Enterprises
CountryNew Zealand
CityAuckland
Period4/07/076/07/07

Keywords

  • Exploratory factor analysis
  • Factor analysis
  • Factor structure
  • On-line service
  • Information systems
  • Online systems
  • Ontology
  • Quality of service
  • Quality control

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