Evaluation of the e-service quality in service encounters with incidents: Differences according to the socio-demographic profile of the online consumer

Barrera, Ramón Barrera; García, Antonio Navarro; Moreno, Manuel Rey

doi:10.1016/j.redee.2014.09.004

Cited by 22 publications

(10 citation statements)

References 56 publications

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“…Efficiency, design, functionality, and mobility had notable effects on technological drivers of consumers using sharing economy platforms. This argument is similar to that of Parasuraman et al (2005), Barrera et al (2014), andClarke (2001), who suggested that users' willingness to use websites or apps increases the willingness of both parties to trade.…”

Section: Discussionsupporting

confidence: 73%

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Exploring the Impacts of Sharing Economy Drivers on Consumers’ Usage Intention

Chiang

Lin

Yang

2021

CMR

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In recent years, people have begun to use sharing economy platforms such as Airbnb and Uber. The rapid development of such sharing economy platforms has thus become an important topic. Studies regarding the sharing economy have discussed resource providers but not users. Therefore, this study constructs a model to measure the components of sharing economy drivers and the correlation between those drivers and usage intention, in addition to exploring the differences in the composition of drivers and usage intention between Airbnb and Uber. The survey method was an online questionnaire. The sample analysis uses partial least squares regression to verify the hypothesis and analyze the components that form the sharing economy for drivers. According to the results, sharing economy drivers─Societal drivers, Economic drivers, Technological drivers, affect usage intention, and different combinations of sharing economy components, such as enjoyment, network externalities, perceived quality, cost saving, and efficiency, exist in Airbnb and Uber. For the reference of relevant academic research and practical operation in the future.

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Section: Discussionsupporting

confidence: 73%

“…Functionality refers to the technology powering a website, and it is the most basic requirement for any website (Barrera et al, 2014). Papacharissi and Rubin (2000) argued that being able to easily search for information was is especially important to Internet users.…”

Section: Functionalitymentioning

confidence: 99%

Exploring the Impacts of Sharing Economy Drivers on Consumers’ Usage Intention

Chiang

Lin

Yang

2021

CMR

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“…Factorial invariance assesses the psychometric equivalence of a construct across groups [48]. Factorial invariance of the Hausa SF-12 was assessed by evaluating the following levels of invariance: a) configural invariance, an unconstrained model testing for the model fit of baseline model across groups, b) metric invariance, a constrained model testing factor loadings equivalence across groups (weak invariance), and c) scalar invariance, a constrained model reflecting factor loadings and item intercepts across groups [49,50]. The configural model serves as the baseline against which all subsequent invariance models were compared [42].…”

Section: Discussionmentioning

confidence: 99%

The Hausa 12-item short-form health survey (SF-12): Translation, cross-cultural adaptation and validation in mixed urban and rural Nigerian populations with chronic low back pain

et al. 2020

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Introduction Measuring health-related quality of life (HRQOL) in patients with chronic low back pain (LBP) is crucial to monitor and improve the patients' health status through effective rehabilitation. While the 12-item short-form health survey (SF-12) was developed as a shorter alternative to the 36-item short-form health survey for assessing HRQOL in large-scale studies, to date, no cross-culturally adapted and validated Hausa version exists. This study aimed to translate and cross-culturally adapt the SF-12 into Hausa language, and test its psychometric properties in mixed urban and rural Nigerian populations with chronic LBP. Methods The Hausa version of the SF-12 was developed following the guidelines of the International Quality of Life Assessment project. Fifteen patients with chronic LBP recruited from urban and rural communities of Nigeria pre-tested the Hausa SF-12. A consecutive sample of 200 patients with chronic LBP recruited from urban and rural clinics of Nigeria completed the instrument, among which 100 respondents re-tested the instrument after two weeks. Factorial structure and invariance were assessed using confirmatory factor analysis (CFA) and multi-group CFA respectively. Multi-trait scaling analysis (for convergent and divergent validity) and known-groups validity were performed to assess construct validity. Composite reliability (CR), internal consistency (Cronbach's α), intraclass correlation coefficients (ICC), and Bland-Altman plots were computed to assess reliability.

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“…Similarly, Kumbhar (2011) empirically discovered that there is a difference in the level of education between perceived sales service quality, perceived value from e-banking services and overall satisfaction in e-banking. However, a study performed by Barrera et al (2014) has found that customers without a university degree qualification have a favourable perception of quality services than those with a university degree.…”

Section: Influence Of Demographic Attributes In Perceived Sales Service Qualitymentioning

confidence: 98%

“…Online customers who are motivated to purchase online have been found to vary in gender and that female customers tend to make online purchase for convenience reasons relative to price and product selection (Chang & Samuel, 2006). Barrera et al (2014) identified women online purchasers as having higher valuation of the service quality of websites than men do. However, Vrechopoulos et al's (2001) finding that online shoppers are mostly male contradicts Barrera et al's (2014) finding.…”

Section: Influence Of Demographic Attributes In Perceived Sales Service Qualitymentioning

confidence: 99%

Understanding the Linkages and Impact of Purchaser Perception of Sales Service Quality in Relation to Innovation Diffusion in Nigerian Internet Shopping

Ibrahim

Hassan

Khoshrouzadeh

2018

JPMM

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While the internet offers tremendous innovative communication diffusion opportunities, it also offers some of the innovative ways of purchasing and retailing products and services. There are mounting empirical and conceptual evidences on the benefits and potentials of the diffusion of online shopping in Nigeria. However, limited attention is devoted to investigating the links and influences of customers’ sociographic characteristics on their perception of sales service quality in the increasingly diffusing innovative internet shopping in the country. Addressing this gap in the literature, this study examined the effect of gender, age, educational background, marital status, income and occupation on perceived sales service quality of innovative internet shopping among 400 customers who had shopped online at least once in the previous three months. Using a purposive sampling, a questionnaire designed from a scale developed by Jun, Yang and Kim (2004) was employed and analysed the data using factor analysis. The hypotheses were tested using Kruskal-Wallis (H-test) and Mann-Whitney U tests to determine the degree of the differences of the effect among the demographics and the findings revealed that age and educational qualification and gender and marital status variously differed significantly across most of the constructs except for monthly income. Results of the study highlight the importance of sociographic characteristics in influencing customers’ perception of innovative internet shopping.

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Evaluation of the e-service quality in service encounters with incidents: Differences according to the socio-demographic profile of the online consumer

Cited by 22 publications

References 56 publications

Exploring the Impacts of Sharing Economy Drivers on Consumers’ Usage Intention

Exploring the Impacts of Sharing Economy Drivers on Consumers’ Usage Intention

The Hausa 12-item short-form health survey (SF-12): Translation, cross-cultural adaptation and validation in mixed urban and rural Nigerian populations with chronic low back pain

Understanding the Linkages and Impact of Purchaser Perception of Sales Service Quality in Relation to Innovation Diffusion in Nigerian Internet Shopping

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