Disconfirming user expectations of the online service experience: inferred versus direct disconfirmation modeling

Disconfirming user expectations of the online service experience: inferred versus direct... Heightened competition in the e‐commerce domain continues to force the need for a reliable and user‐friendly service quality measurement methodology. The challenge facing practitioners, however, is to identify and implement the most appropriate measurement tools for their operation. Disconfirmation measures have come to dominate the debate concerning this very issue, with both direct and inferred techniques presenting themselves as reliable and valid measures of online quality. This paper addresses this very debate in the context of an online library service setting. It presents findings that attest to the psychometric and diagnostic performance of both techniques and suggests that while much time is taken up discussing the former, the real power of such techniques for online operators rests with the latter, i.e. their ability to pinpoint service failures and direct continuous quality improvement efforts. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Internet Research Emerald Publishing

Disconfirming user expectations of the online service experience: inferred versus direct disconfirmation modeling

Internet Research, Volume 13 (4): 16 – Oct 1, 2003

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Publisher
Emerald Publishing
Copyright
Copyright © 2003 MCB UP Ltd. All rights reserved.
ISSN
1066-2243
DOI
10.1108/10662240310488960
Publisher site
See Article on Publisher Site

Abstract

Heightened competition in the e‐commerce domain continues to force the need for a reliable and user‐friendly service quality measurement methodology. The challenge facing practitioners, however, is to identify and implement the most appropriate measurement tools for their operation. Disconfirmation measures have come to dominate the debate concerning this very issue, with both direct and inferred techniques presenting themselves as reliable and valid measures of online quality. This paper addresses this very debate in the context of an online library service setting. It presents findings that attest to the psychometric and diagnostic performance of both techniques and suggests that while much time is taken up discussing the former, the real power of such techniques for online operators rests with the latter, i.e. their ability to pinpoint service failures and direct continuous quality improvement efforts.

Journal

Internet ResearchEmerald Publishing

Published: Oct 1, 2003

Keywords: Online operation; Service quality; Evaluation; Quality improvement; Electronic commerce

References

  • Technology infusion in service encounters
    Bitner, M.J.; Brown, S.W.; Meuter, M.L.
  • Service quality and e‐commerce: an exploratory analysis
    Cox, J.; Dale, B.G.
  • Measuring quality in restaurant operations: an application of the SERVQUAL instrument
    Lee, Y.L.; Hing, N.
  • Measuring and managing service quality: integrating customer expectations
    Robledo, M.A.

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