ISSN: 0186-1042 ISSN-e: 2448-8410
A quality perception model for on-line pure services: application in an on-line registration system of an academic institution
Accounting & Management
No. 233, Artículos de Investigación
No. 233

A quality perception model for on-line pure services: application in an on-line registration system of an academic institution

Artículos de Investigación
https://doi.org/10.22201/fca.24488410e.2011.223
Published 2010-12-30
  • Mila María Gamboa García
  • Rogerio Domenge Muñoz
Mila María Gamboa García
Rogerio Domenge Muñoz
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Keywords

service quality
Internet
structural equation modeling

How to Cite

Gamboa García, M. M., & Domenge Muñoz, R. (2010). A quality perception model for on-line pure services: application in an on-line registration system of an academic institution. Accounting & Management, (233). https://doi.org/10.22201/fca.24488410e.2011.223
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Abstract

As Internet use for service purposes has become increasingly important in many types of organizations, customer perception of its quality has become a fundamental criterion for designing and redesigning these services to satisfy customer expectations. The objective of this article is to propose and test a model for measuring quality perception in a pure Internet services as well as identifying the impacts of the quality perceptions. This research is based on structural equations modeling. The results suggest that quality perception has a positive relation to the user’s intention of re-using and recommending the service. Users consider efficiency, reliability, availability, and privacy as significant factors in their service quality perception. Nevertheless, when the user has problems with the service, he also evaluates the possibility of correcting errors, the site’s response capability, and the existence and availability of personal customer service.
https://doi.org/10.22201/fca.24488410e.2011.223
PDF (Español (España))

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