Development and validation of an instrument to measure user perceived service quality of information presenting Web portals 報告人 : 謝淳雅 94213526.

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Presentation transcript:

Development and validation of an instrument to measure user perceived service quality of information presenting Web portals 報告人 : 謝淳雅

Abstract This study developed and validated an instrument to measure user perceived service quality of such portals. Based upon conceptual models in the areas of IS and technology adoption, and using responses from 1992 users, we validated a five-dimension service quality instrument involving: usability, usefulness of content, adequacy of information, accessibility, and interaction.

Introduction An information presenting Web portal (IP Web portal) is a site that provides user with online information and information-related services, such as search functions, community building features, commerce offerings, personal productivity applications, and a channel of communication with the site owner and peer user.

Research on service quality of Web sites Research domain Research on server quality of retailing oriented Web sites Research on Web site design quality Research on Web portal service quality

comQ (dotcom service quality) Web site design 、 fulfillment/reliability 、 privacy/security 、 Customer service eSQ (electronic service quality) Access 、 ease of navigation 、 efficiency 、 flexibility 、 reliability personalization 、 security 、 responsiveness 、 assurance/turn 、 site aesthetics 、 price knowledge SITEQUAL ease of use 、 aesthetic design 、 processing speed 、 security Research on server quality of retailing oriented Web sites

Conceptual framework(1) Adoption of the portal as information and communication media Information and system quality -Information quality -usefulness of content -adequacy of information

Methodology Scale items development Data collection Sample profile

Data analysis and results(1) Key service quality dimensions -Usability -Usefulness of content -Adequacy of information -Accessibility -interaction

Data analysis and results(2)

Reliability and validity test

Discussion(1) The five-factor instrument - usability 、 usefulness of content 、 adequacy of information 、 accessibility 、 interaction

Discussion(2) Efficient information retrieval and delivery Information quality and quantity Interaction as an advantage of and IP portal

Conclusions This study employed a rigorous scale development procedure to establish an instrument that measures users perceived service quality of IP Web portals. Each of the five identified and verified factor had a significant impact on overall service quality.