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 language | English |
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| Number of pages | 9 |
| Publication status | Published - 2007 |
| Event | PACIS 2007 - 11th Pacific Asia Conference on Information Systems: Managing Diversity in Digital Enterprises - Langham Hotel, Auckland, New Zealand Duration: 4 Jul 2007 → 6 Jul 2007 |
Conference
| Conference | PACIS 2007 - 11th Pacific Asia Conference on Information Systems: Managing Diversity in Digital Enterprises |
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| Country/Territory | New Zealand |
| City | Auckland |
| Period | 4/07/07 → 6/07/07 |
Keywords
- Exploratory factor analysis
- Factor analysis
- Factor structure
- On-line service
- Information systems
- Online systems
- Ontology
- Quality of service
- Quality control