Online Service Quality: Scale Development and Validation
Published: 2019
Author(s) Name: Nirav Halvadia and Shekha Patel |
Author(s) Affiliation: Assistant Prof., Faculty of Mgt. Studies, Ganpat Univ., Gujarat.
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Abstract
It is accepted that service quality is important to the success of all service
industries. In order to remain competitive businesses are increasing and
improving their online service. With the popularity of the internet, innovation
in technology and the changing needs of customers, online services have been
undergoing tremendous transformation. Investigating of quality issues of online
services is necessary because of their potential influence on: attractiveness,
customer retention, positive word of mouth and maximizing competitive
advantage. Business model of online services spread rapidly despite of these,
there are very few efforts devoted to the area of online service quality. This
empirical research paper identified important dimensions and gave validated
model for measuring online service quality and they will be beneficial to
businesses in effective service quality management of their e-business.
Keywords: Service Quality, Online Services, Technology, CFA, Validity, Reliability
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