Factor analysis of service quality dimension shifts in the information age

Managerial Auditing Journal

Volumn 18, Issue 4, 2003, Pages 297-302

  Li, Y N ^a   Tan, K C ^a   Xie, M ^a  

^a NATIONAL UNIVERSITY OF SINGAPORE   (Singapore)

Author keywords

Customer service; Factor analysis; Information systems; Internet; Service quality

Indexed keywords

EID: 84986038315     PISSN: 02686902     EISSN: None     Source Type: Journal    
DOI: 10.1108/02686900310474316     Document Type: Review

References (18)

1. Babakus, E. and Boller, G.W. (1992), “An empirical assessment of SERVQUAL scale”, Journal of Business Research, Vol. 24, pp. 253-268.
2. Bollen, K.A. (1989), Structural Equations with Latent Variables, John Wiley & Sons, New York, NY.
3. Chaffey, D., Mayer, R., Johnston, K. and Ellis-Chadwick, F. (2000), Internet Marketing: Strategy, Iimplementation and Practice, Financial Times/Prentice Hall, Harlow.
4. Christopher, M. (1998), Logistics and Supply Chain Management: Strategies for Reducing Cost and Improving Service, Pitman Publishing, London.
5. Deighton, J. (1996), “The future of interactive marketing”, Harvard Business Review, November-December, pp. 151-162.
6. Doll, W.J., Xia, W.D. and Torkzadeh, G. (1994), “A confirmatory factor analysis of the end-user computing satisfaction instrument”, MIS Quarterly, December, pp. 453-461.
7. Frochot, I. and Hughes, H. (2000), “HISOQUAL: the development of a historic houses assessment scale”, Tourism Management, Vol. 21, pp. 157-167.
8. Hair, J.F. Jr Anderson, R.E., Tatham, R.L. and Black, W.C. (1995), Multivariate Date Analysis, 4th ed., Prentice-Hall, Englewood Cliffs, NJ.
9. Isakowitz, T. Bieber, M. and Vitali, F. (1998), “Web information systems”, Communications of the ACM, Vol. 41 No. 7, pp. 78-80.
10. Joreskog, K. and Sorbom, D. (1989), LISREL VII User’s Guide, Scientific Software Inc., Mooresville, IN.
11. Li, Y.N., Tan, K.C. and Xie, M. (2002), “Measuring Web-based service quality”, Total Quality Management, Vol. 13 No. 5, pp. 686-699.
12. Kiani, G. (1998), “Marketing opportunities in the digital world”, Internet Research: Electronic Networking Applications and Policy, Vol. 8 No. 2, pp. 185-194.
13. Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1988), “SERVQUAL: a multi-item scale for measuring consumer perceptions of service quality”, Journal of Retailing, Vol. 64, Spring, pp. 2-40.
14. Rohan, J. (1998), “Measuring service quality in IT services: using service encounters to elicit quality dimensions”, Journal of Professional Services Marketing, Vol. 18 No. 1, pp. 11-23.
15. Schumacker, R.E. and Richard, G.L. (1996), A Beginner’s Guide to Structural Equation Modeling, Lawrence Erlbaum, San Francisco, CA.
16. Thacker, J.W., Fields, M.W. and Tetrick, L.E. (1989), “The factor structure of union commitment: application of confirmatory factor analysis”, Journal of Applied Psychology, Vol. 74 No. 2, pp. 228-232.
17. Wang, F. and Head, M.M. (2001), “A model for Web-based information systems in e-retailing”, Internet Research: Electronic Networking Applications and Policy, Vol. 11 No. 4, pp. 310-321.
18. Wang, H. Xie, M. and Goh, T.N. (1999), “Service quality of Internet search engines”, Journal of Information Science, Vol. 76 No. 3, pp. 499-507.