Answers are grounded in this paper and cite their sources.
The purpose of our study is to propose a measurement model, based on two separate scales, to simultaneously test the quality of three services: online travel reservations, accommodation reservations and online ticketing. A scale to measure electronic service quality consists of four dimensions: design, functionality, privacy and information/reliability. The second scale used to measure recovery electronic service quality consists of two dimensions: access/contact and responsiveness. The findings indicate that our scales are reliable, valid and consistent among different contexts. To complete the validity assessment of the proposed scales, we test the nomological validity comparing different competing models.
No takes yet. Share an insight, caveat, or question.
Barrera et al. (2013) studied this question.
Synapse has enriched 10 related papers. Consider them for comparative context: