DEVELOPING AND VALIDATING A QUALITY ASSESSMENT SCALE FOR WEB PORTALS

The Web portals business model has spread rapidly over the last few years. Despite this, there have been very few scholarly findings about which services and characteristics make a Web site a portal and which dimensions determine the customers’ evaluation of the portal’s quality. Taking the example of financial portals, the authors develop a theoretical framework of the Web portal quality construct by determining the number and nature of corresponding dimensions, which are: security and trust, basic services quality, cross-buying services quality, added values, transaction support and relationship quality. To measure the six portal quality dimensions, multi item measurement scales are developed and validated.Construct Validation, Customer Retention, E-Banking, E- Loyalty, Service Quality, Web Portals

Organic.Edunet Web Portal: User Satisfaction Analysis

The Organic.Edunet Web portal is a multilingual federation of educational repositories, developed in order to enhance the availability and retrieval of quality educational resources about Organic Agriculture (OA) and Agroecology (AE). This paper presents the results of an online survey that took place from March to August 2010 in order to evaluate the user satisfaction from the Organic.Edunet Web portal. A standard methodology was followed in this survey, which was based on the WebQual questionnaire with the required modifications. The collected results were analyzed and statistically processed in order to lead to the corresponding conclusions

An Empirical Assessment of Energy Management Information System Success Using Structural Equation Modeling

The Energy Industry utilizes Energy Management Information Systems (EMIS) smart meters to monitor utility consumers’ energy consumption, communicate energy consumption information to consumers, and to collect a plethora of energy consumption data about consumer usage. The EMIS energy consumption information is typically presented to utility consumers via a smart meter web portal. The hope is that EMIS web portal use will aid utility consumers in managing their energy consumption by helping them make effective decisions regarding their energy usage. However, little research exists that evaluates the effectiveness or success of an EMIS smart meter web portal from a utility consumer perspective. The research goal was to measure EMIS smart meter web portal success based on the DeLone and McLean Information Success Model. The objective of the study was to investigate the success constructs system quality, information quality, service quality, use, and user satisfaction, and determine their contribution to EMIS success, which was measured as net benefits. The research model used in this study employed Structural Equation Modeling (SEM) based on Partial Least Squares (PLS) to determine the validity and reliability of the measurement model and to evaluate the hypothetical relationships in the structural model. The significant validity and reliability measures obtained in this study indicate that the DeLone and McLean Information Success Model (2003) has the potential for use in future EMIS studies. The determinants responsible for explaining the variance in net benefits were EMIS use and user satisfaction. Based on the research findings, several implications and future research are stated and proposed

Measuring the quality of e-banking portals: an empirical investigation

Purpose – In the internet economy, the business model of web portals has spread rapidly over the last few years. Despite this, there have been very few scholarly investigations into the services and characteristics that transform a web site into a portal as well as into the dimensions that determine the customer's evaluation of the portal's service quality. Design/ methodology/ approach – Based on an empirical study in the field of e-banking, the authors validate a measurement model for the construct of web portal quality based on the following dimensions: security and trust, basic services quality, cross-buying services quality, added value, transaction support and responsiveness. Findings – The identified dimensions can reasonably be classified into three service categories: core services, additional services, and problem-solving services. Originality/ value – The knowledge of these dimensions as major determinants of consumer's quality perception in the internet provides banks a promising starting point for establishing an effective quality management for their e-businesses

Development and validation of an integrated model for evaluating e-service quality, usability and user experience (e-SQUUX) of Web-based applications in the context of a University web portal

Text in EnglishDevelopments in Internet technology and pervasive computing over the past two and half decades have resulted in a variety of Web-based applications (WBAs) that provide products and services to online users or customers. The Internet is used not only to transfer information via the web but is increasingly used to provide electronic services including business transactions, information-delivery and social networking, as well as e-government, e-health and e-learning. For such organisations, e-service quality, usability and user experience are considered to be critical determinants of their products’ or services’ success. Many studies to model these three concepts separately have been undertaken as part of broader studies of software quality or service quality modelling. However, to the current researcher’s knowledge, none of the studies have focussed on proposing an evaluation model that integrates and combines the three of them. This research is an effort to fill that gap. The primary purpose of this mixed-methods research was to develop a conceptual integrated model for evaluating e-service quality, usability and user experience (e-SQUUX) of WBAs and then contextualise it to evaluation of a University web portal (UWP). This was undertaken using an exploratory sequential research design. During a qualitative phase, an extensive extensive systematic literature review of 264 relevant sources relating to dimensions of e-service quality, usability and user experience, was undertaken to derive an integrated conceptual e-service quality, usability and user experience (e-SQUUX) Model for evaluating WBAs. The model was then empirically refined through a sequential series of validations, thus developing various versions of the e-SQUUX Model. First, it was content validated by a set of four expert reviewers. Second, during the quantitative phase, in the context of a University web portal, a questionnaire survey was conducted that included a comprehensive pilot study with 29 partipants, prior to the main survey. The main survey data from 174 particiapants was used to determine a validated model, using Exploratory factor analysis (EFA), followed by producing a structural model, using partial least square – structural equation modelling (PLS-SEM). This version consisted of the components of the final e-SQUUX Model. Consequently, the research enriches the body of knowledge on IS and HCI by providing the e-SQUUX Model as an evaluation tool. For designers, developers and managers of UWPs, the model serves as a customisable set of evaluation criteria and also provides specific recommendations for design. In line with the Exploratory sequential design of mixed methods research, the findings of the qualitative work in this research influenced the subsequent quantitative study, since the potential Likert-scale questionnaire items were derived from the definitions and meanings of the components that emanated from the qualitative phase of the study. Consequently, this research is an exemplar for developing an integrated evaluation model for specific facets or domains, and of its application in a particular context, in this case, a University web portal. Keywords: e-service quality, usability, user experience, evaluation model, integrated model, exploratory factor analysis, partial least square – structural equation modelling (PLS-SEM), mixed methods research, Exploratory sequential design, quantitative study, qualitative study, validation, Web-based applications, University web portalInformation SystemPh D. (Information Systems

Continuous Use and Extended Use of E-Government Portals

This study aims to investigate the level of user satisfaction with the services provided by e-government portals and to examine the influence of perceived value and virtual community engagement on citizens’ satisfaction and their continuous and extended use intentions. Primary data were collected from 409 users of e-government portals via a questionnaire survey. The findings show that citizens are generally satisfied with the services provided by e-government portals and have positive continuous use and extended use intentions. The actual usage is more prevalent among educational, banking and finance, and taxation related portals. Both perceived value and virtual community engagement relate positively with citizen satisfaction, with the former has a relatively stronger influence. Citizen satisfaction also leads to continuous and extended use intentions. The findings shed lights on dimensions of e-government portals that citizens considered valuable and the importance of the formation of virtual communities in influencing their satisfaction and subsequent use intentions

Exploring service quality among online sharing economy platforms from an online media perspective

The sharing economy has become a new socioeconomic activity that allows the co-creation, production, distribution and consumption of goods and services between individuals, driven by Web 2.0 and e-word of mouth. How these online platforms communicate their content is critical. This paper seeks to develop a scale for measuring the perceived quality of websites that offer information about sharing economy services focused on online peer-to-peer accommodation. The resulting model is validated by means of structural equations and is composed of four dimensions (efficiency; reliability, privacy/security; and communication). The influence that perceived quality exerts on satisfaction and loyalty is then explored from an online media perspective. A scale resulting from the combination of these two areas of knowledge (online media and e-service quality) may take advantage of the more beneficial features they have to offer and provide us with as balanced and convergent a model as possible. The results of the study show that all of the initial hypotheses are confirmed except one. Efficiency, reliability and privacy/security positively influence the perceived quality of a collaborative accommodation portal, whereas communication does notFunding: This research was funded by MINISTERIO DE ECONOMÍA, INDUSTRIA Y COMPETITIVIDAD, grant id. TURCOLAB ECO2017-88984-R. Acknowledgments: The authors acknowledge the support of the Catalan Government for the accreditation as Consolidated Research Group TURESCO (2017 SGR 49)

Exploring The Relationship among E-Service Quality, E-Trust, E-Satisfaction and Loyalty at Higher Education Institutions

We examine the effect of e-service quality through E-S-QUAL dimensions of efficiency, fulfilment, system availability, and privacy on e-trust, e-satisfaction and loyalty of students from public and private universities in Jakarta, Indonesia. A total of 304 undergraduates was employed as respondents, and the hypotheses were tested using Structural Equation Modelling (SEM). The findings revealed that efficiency and fulfilment significantly affect e-satisfaction, while fulfilment and privacy significantly affect e-trust. Fulfilment has the most substantial effect on e-satisfaction and e-trust that supports prior studies. Moreover, the relationships between e-trust, e-satisfaction, and loyalty are confirmed. Theoretical and managerial implications are presented