Perceived online service quality:Latent dimensions and ontological implications

Tate, Mary, Hope, Beverley G., Evermann, Joerg and Barnes, Stuart (2007) Perceived online service quality:Latent dimensions and ontological implications. In: PACIS 2007 - 11th Pacific Asia Conference on Information Systems: Managing Diversity in Digital Enterprises, 2007-07-04 - 2007-07-06, Langham Hotel.

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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.

Item Type: Conference or Workshop Item (Paper)
Uncontrolled Keywords: exploratory factor analysis,factor analysis,factor structure,on-line service,information systems,online systems,ontology,quality of service,quality control
Faculty \ School: Faculty of Social Sciences > Norwich Business School
Depositing User: Pure Connector
Date Deposited: 04 Dec 2013 12:16
Last Modified: 24 Oct 2022 23:41

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