Critical factors in the evaluation of online media: creation and implementation of a measurement scale (e-SQ-Media)
Data de publicació
2017-03ISSN
1615-5289
Resum
This paper seeks to develop and validate a measurement scale of perceived quality in the online media (e-SQ-Media), and to explore the influence of perceived quality on satisfaction and loyalty in the online media.Firstly, an explanation of the main attributes of the concepts examined is provided, with special attention being paid to the multi-dimensional nature of the variables and the relationships between them. This is followed by an examination of the validation processes of the measuring instruments. The validation process of scales suggested that the quality of service in online media is defined by a construct composed of four dimensions: efficiency; system availability; reliability and privacy; and interaction. The model, validated by means of structural equations, provides empirical evidence of the positive link between the quality dimensions proposed in the model and the constructs of satisfaction and loyalty.
Most relevant studies regarding quality in online media have focused in the identification of a set of indicators without taking into account aspects relating to perceived quality. The fusion of the two areas of knowledge (online media and e-service quality) may lead to the creation of a scale that takes advantage of the most beneficial features that provide us with the different areas of study with the aim of obtaining as balanced and convergent a model as possible.
Tipus de document
Article
Versió del document
Versió acceptada
Llengua
English
Matèries (CDU)
33 - Economia
Paraules clau
Web 2.0
Premsa electrònica
Online journalism
Periodismo digital
Consumidors--Satisfacció
Consumer satisfaction
Satisfacción del cliente
Fidelitat a una marca
Customer loyalty
Fidelización del cliente
Pàgines
22
Publicat per
Springer Berlin Heidelberg
Col·lecció
16; 1
Publicat a
Universal Access in the Information Society
Citació
Cristóbal Fransi, Eduard; Hernández Soriano, Francisco; Marimon Viadiu, Frederic. «Critical factors in the evaluation of online media: creation and implementation of a measurement scale (e-SQ-Media)». Universal Access in the Information Society, 2017, vol. 16, núm. 1, p. 235-246. Disponible en: <https://link.springer.com/article/10.1007/s10209-016-0454-3?wt_mc=Internal.Event.1.SEM.ArticleAuthorAssignedToIssue>. Fecha de acceso: 03 jul. 2019. https://doi.org/10.1007/s10209-016-0454-3
Nota
This is a post-peer-review, pre-copyedit version of an article published in Universal Access in the Information Society. The final authenticated version is available online at: http://dx.doi.org/10.1007/s10209-016-0454-3
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Drets
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