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

Yang, Zhilin; Cai, Shaohan; Zhou, Zheng; Zhou, Nan

doi:10.1016/j.im.2004.03.001

Cited by 341 publications

(263 citation statements)

References 48 publications

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“…It is most popular in fields such as commerce (Chen, Gillenson, & Sherrell, 2002;Gefen, Karahanna, & Straub, 2003;Wu & Chen, 2005) or ICTs in organizations (Heijden, 2000;Hsu & Lu, 2004;Yang, Cai, Zhou, & Zhou, 2005), although we can also find examples of its use in the healthcare field (Hung & Jen, 2012;Kuo, Liu, & Ma, 2013) and the educational field (Persico, Manca, & Pozzi, 2014;Stantchev, Colomo-Palacios, Soto-Acosta, & Misra, 2014;Sánchez & Hueros, 2010).…”

Section: Origin and Evolutionmentioning

confidence: 99%

Informal tools in formal contexts: Development of a model to assess the acceptance of mobile technologies among teachers

Prieto

Migueláñéz

García-Peñalvo

2016

Computers in Human Behavior

161

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a b s t r a c tTraditionally, mobile learning has been more strongly developed within the field of informal education. However, in the past few years there has been a growing interest for the integration of these technologies in the formal education field. Among the key elements needed to successfully achieve this integration process is the acceptance of mobile technologies by the teaching body.In this paper we propose to identify the determining constructs that explain the teachers' intention of using mobile technologies. To this end we have designed a research model based on the Technology Acceptance Model (TAM), expanded with constructs from other theories. The resulting model was subjected to a content validation process performed by a committee of experts.Lastly, we selected nine constructs for the development of the research model and we formulated 13 hypotheses that describe the relationships among them. Further studies on the research model to extend its validity and reliability are suggested.

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Section: Origin and Evolutionmentioning

confidence: 99%

Informal tools in formal contexts: Development of a model to assess the acceptance of mobile technologies among teachers

Prieto

Migueláñéz

García-Peñalvo

2016

Computers in Human Behavior

161

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“…Analysis of scientific literature remarks that the topic of e-service quality rest on Dabholkar (1996), Goodhue (2000 &, Yoo and Douthu (2001), Barnes and Vidgen (2002), Wolfinbarger and Gilly (2003), Yang et al (2004), Parasuraman, Zeithaml and Malhotra (2005), Yang, Caib, Zhouc and Zhou (2005), Barnes and Vidgen (2006), Bressolles (2006), Cristobal, Flaviá n and Guinalí u (2007), Akinci et al (2010), Ding, Hu andSheng (2011), and Kaisara and Pather (2011) e-service quality models (See Table 1). Falk & Hammerschmidt, 2006;Li & Suomi, 2007;Akinci et al, 2010;Sandhu & Bala, 2011;Janita & Miranda, 2013;Kim & Nitecki, 2014).…”

Section: Service Quality In E-bankingmentioning

confidence: 99%

Service Quality and Customer Satisfaction in the Electronic Banking

Tharanikaran¹,

Sritharan²,

Thusyanthy³

2017

IJBM

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The present study aims to assess the degree of service quality and customer satisfaction in the electronic banking context in Battticaloa district. To achieve these objectives a questionnaire was developed with item measures that capture the service quality and customer satisfaction constructs. In a study of 231 respondents (51 percent of response rate), unidimensionality, reliability and validity assessments were conducted to validate the key constructs and one sample t-test was performed to test the hypotheses. The results indicated that service quality and customer satisfaction were at high degree in the electronic banking in Battticaloa district. The findings of this study assist the bank managers, academics and practitioners to develop and implement service quality and customer satisfaction related strategies in the electronic banking. Further, this study makes a contribution to the existing literature by comprehensively examining the notions of service quality and customer satisfaction in the electronic banking.

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“…For instance, Yang et al (2005) suggested five website quality factors including usability, usefulness of content, adequacy of information, accessibility and interaction. In another study , Parasuraman Zeithaml & Malhotra (2005) devised another quality index factors (named E-S-Qual) based on efficiency, fulfilment, system availability and privacy.…”

Section: Website Qualitymentioning

confidence: 99%

Users’ Perceptions towards Website Quality and Its Effect on Intention to Use E-government Services in Jordan

Qutaishat¹

2012

IBR

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The aim of this study was to investigate users' perceptions towards website quality and to identify the effect of this perception on their intention to use e-government services in Jordan. Data were collected using questionnaires distributed to citizens who were actual or potential users of e-government services in Jordan. The collected data were analyzed using descriptive statistics and structural equation model (SEM) to test the study hypotheses using AMOS 16.0. The results from this study revealed that among the study's constructs (system quality, service quality and information quality respectively) had positively affected users' intention to use services provided by the e-government in Jordan. This indicated that designers of e-government websites should take into considerations these constructs when designing e-government websites because they affect users' intentions to use and consequently increase the success of e-government initiatives.

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

Cited by 341 publications

References 48 publications

Informal tools in formal contexts: Development of a model to assess the acceptance of mobile technologies among teachers

Informal tools in formal contexts: Development of a model to assess the acceptance of mobile technologies among teachers

Service Quality and Customer Satisfaction in the Electronic Banking

Users’ Perceptions towards Website Quality and Its Effect on Intention to Use E-government Services in Jordan

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