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Article: Development and validation of an instrument to measure user perceived service quality of information presenting Web portals

TitleDevelopment and validation of an instrument to measure user perceived service quality of information presenting Web portals
Authors
KeywordsElectronic commerce
Information presenting Web portal
Scale development
Web portal service quality
Web site design
Web site quality
Issue Date2005
PublisherElsevier BV. The Journal's web site is located at http://www.elsevier.com/locate/im
Citation
Information And Management, 2005, v. 42 n. 4, p. 575-589 How to Cite?
AbstractIncreasing numbers of organizations have set up material on their Web portals as a way of providing users with information about their products or services. 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. This scale provides a useful instrument for researchers who wish to measure the service quality of Web portals and for portal managers who want to improve their service performance. © 2004 Elsevier B.V. All rights reserved.
Persistent Identifierhttp://hdl.handle.net/10722/86038
ISSN
2015 Impact Factor: 2.163
2015 SCImago Journal Rankings: 1.381
References

 

DC FieldValueLanguage
dc.contributor.authorYang, Zen_HK
dc.contributor.authorCai, Sen_HK
dc.contributor.authorZhou, Zen_HK
dc.contributor.authorZhou, Nen_HK
dc.date.accessioned2010-09-06T09:12:05Z-
dc.date.available2010-09-06T09:12:05Z-
dc.date.issued2005en_HK
dc.identifier.citationInformation And Management, 2005, v. 42 n. 4, p. 575-589en_HK
dc.identifier.issn0378-7206en_HK
dc.identifier.urihttp://hdl.handle.net/10722/86038-
dc.description.abstractIncreasing numbers of organizations have set up material on their Web portals as a way of providing users with information about their products or services. 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. This scale provides a useful instrument for researchers who wish to measure the service quality of Web portals and for portal managers who want to improve their service performance. © 2004 Elsevier B.V. All rights reserved.en_HK
dc.languageengen_HK
dc.publisherElsevier BV. The Journal's web site is located at http://www.elsevier.com/locate/imen_HK
dc.relation.ispartofInformation and Managementen_HK
dc.rightsInformation & Management. Copyright © Elsevier BV.en_HK
dc.subjectElectronic commerceen_HK
dc.subjectInformation presenting Web portalen_HK
dc.subjectScale developmenten_HK
dc.subjectWeb portal service qualityen_HK
dc.subjectWeb site designen_HK
dc.subjectWeb site qualityen_HK
dc.titleDevelopment and validation of an instrument to measure user perceived service quality of information presenting Web portalsen_HK
dc.typeArticleen_HK
dc.identifier.openurlhttp://library.hku.hk:4550/resserv?sid=HKU:IR&issn=0378-7206&volume=42&issue=4&spage=575&epage=589&date=2005&atitle=Development+and+Validation+of+an+Instrument+to+Measure+User+Perceived+Service+Quality+of+Information+Presenting+Web+Portalsen_HK
dc.identifier.emailZhou, Z: kevinz@hkucc.hku.hken_HK
dc.identifier.authorityZhou, Z=rp01127en_HK
dc.description.naturelink_to_subscribed_fulltext-
dc.identifier.doi10.1016/j.im.2004.03.001en_HK
dc.identifier.scopuseid_2-s2.0-12244267312en_HK
dc.identifier.hkuros103491en_HK
dc.relation.referenceshttp://www.scopus.com/mlt/select.url?eid=2-s2.0-12244267312&selection=ref&src=s&origin=recordpageen_HK
dc.identifier.volume42en_HK
dc.identifier.issue4en_HK
dc.identifier.spage575en_HK
dc.identifier.epage589en_HK
dc.publisher.placeNetherlandsen_HK
dc.identifier.scopusauthoridYang, Z=7405435932en_HK
dc.identifier.scopusauthoridCai, S=7202957870en_HK
dc.identifier.scopusauthoridZhou, Z=7202914654en_HK
dc.identifier.scopusauthoridZhou, N=7103170571en_HK

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