Users' perceptions of the free, virtual-only service experience

Yilmazsoy, Baris; Saad, Mohammed; Cicmil, Svetlana

Abstract

Using two stages of large-scale empirical data collection and analysis, this article presents a first attempt to develop a scale (netQ) for measuring the quality of free, virtual-only service experience. In the first stage, based on responses to an online survey, qualitative analysis has been used to identify the service quality items. This was followed by a second survey on webmail services. Exploratory factor analysis revealed the dimensionality of the final scale, which consists of four underlying dimensions: web design, reliability, user assistance, and privacy/security. Directions for further research on online service quality are suggested. Managerial implications are also reported. © 2009 Taylor & Francis.

• Journal Article Type: Article
• Publication Date: Oct 20, 2009
• Journal: Service Industries Journal
• Print ISSN: 0264-2069
• Electronic ISSN: 1743-9507
• Publisher: Taylor & Francis (Routledge)
• Peer Reviewed: Peer Reviewed
• Volume: 29
• Issue: 7
• Pages: 1007-1019
• DOI: https://doi.org/10.1080/02642060902749856
• Keywords: users' perception, online service, service experience, price, quality
• Public URL: https://uwe-repository.worktribe.com/output/1006600
• Publisher URL: http://dx.doi.org/10.1080/02642060902749856