Measuring user perceived service quality of online auction sites

被引：18

作者：

Liu, Chung-Tzer ^{[1
]}

Guo, Yi Maggie ^{[2
]}

Hsieh, Tzong-Yin ^{[1
]}

机构：

[1] Soochow Univ, Dept Business Adm, Taipei, Taiwan

[2] Univ Michigan, Dept Management Studies, Dearborn, MI 48128 USA

来源：

SERVICE INDUSTRIES JOURNAL | 2010年 / 30卷 / 07期

关键词：

service quality; online auction; customer satisfaction; electronic commerce; CONFIRMATORY FACTOR-ANALYSIS; TECHNOLOGY ACCEPTANCE MODEL; MULTIPLE-ITEM SCALE; WEB SITE; CONSUMER TRUST; SATISFACTION; PERCEPTIONS; EXPERIENCE; REPUTATION; BANKING;

D O I：

10.1080/02642060802617575

中图分类号：

C93 [管理学];

学科分类号：

12 ; 1201 ; 1202 ; 120202 ;

摘要：

This study proposes a measure for online auction sites' service quality (OA-SQ). The conceptualisation is based on a literature review of service quality research and an analysis of the unique characteristics of online auctions. A pilot study refined the initial scale. A second survey data set tests the final scale. Results of both exploratory and confirmatory factor analysis show high construct validity of the scale. The scale includes 24 items for seven dimensions: efficiency, system availability, privacy/security, compensation, personalisation, playfulness, and reputation.

引用

页码：1177 / 1197

页数：21