El papel de la invarianza factorial en la validación del constructo calidad de servicio electrónico

Abstract

Most of articles that have recently appeared studying electronic service quality propose scales that are focused on measuring the quality of a particular service. The main purpose of this study is to propose a scale to measure the service quality of three services purchased over the Internet: online travel reservations, accommodation reservations, and online ticketing. The results show that the scale proposed is valid, reliable and it possess measurement equivalence across the services. However, the importance of the dimensions varies depending on the service. Thus, the design is the most important factor in the evaluation of ticketing Websites, while the reliability is the most important dimension in the evaluation travel and accommodation reservations websites.