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ERIC Number: EJ677349
Record Type: Journal
Publication Date: 2003
Pages: N/A
Abstractor: N/A
Reference Count: N/A
ISBN: N/A
ISSN: ISSN-1066-2243
Disconfirming User Expectations of the Online Service Experience: Inferred versus Direct Disconfirmation Modeling.
O'Neill, Martin; Palmer, Adrian; Wright, Christine
Internet Research, v13 n4 p281-96 2003
Disconfirmation models of online service measurement seek to define service quality as the difference between user expectations of the service to be received and perceptions of the service actually received. Two such models-inferred and direct disconfirmation-for measuring quality of the online experience are compared (WebQUAL, SERVQUAL). Findings from an exploratory study of user perceptions are reported. Sample SERVQUAL questionnaire is appended. (AEF)
Publication Type: Journal Articles; Reports - Evaluative
Education Level: N/A
Audience: N/A
Language: English
Sponsor: N/A
Authoring Institution: N/A