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Title:
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DEVELOPING AN e-SATISFACTION SCALE FOR INTERNET SERVICES (WEBSAT) A COMPARATIVE STUDY WITH SERVQUAL SCALE |
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Author(s):
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Ana Isabel Torres , Francisco Vitorino Martins |
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ISBN:
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972-8924-06-2 |
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Editors:
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Nitya Karmakar and Pedro Isaías |
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Year:
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2005 |
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Edition:
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Single |
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Keywords:
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Internet services, customer satisfaction, SERVQUAL, e-Satisfaction scale. |
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Type:
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Full Paper |
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First Page:
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228 |
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Last Page:
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235 |
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Language:
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English |
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Cover:
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Full Contents:
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click to dowload 
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Paper Abstract:
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Internet customer satisfaction measurement is an area of growing interest to researchers and e-marketers. This paper presents an alternative scale of customer satisfaction with Internet service - WEBSAT. A multidimensional measure of perceived Internet service satisfaction was developed and applied to an online survey, and was administered to a sample of Internet customers. Based on e-satisfaction antecedents, the critical dimensions and items were organized to find the best correspondence and relative importance with SERVQUAL scale. The factorial analysis results demonstrate a six-factor structure representative of Internet customer satisfaction. Contrarily to the SERVQUAL dimensions, the new measures became less reliant on interpersonal interactions and more technologically relevant. A new dimension also emerged that reflects customers concerns for the absence of real environment and personal contact (facelessness). The study conclusions and recommendations suggest that e-satisfaction scale must be improved and validated in future researches, to become a standard measure of customer satisfaction of Internet services. |
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