Perceived Quality of Online Self-Service: Validation of the E-Selfqual Scale in the Brazilian Context
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Data de Publicação: | 2015 |
Outros Autores: | , , |
Tipo de documento: | Artigo |
Idioma: | por |
Título da fonte: | REMark - Revista Brasileira de Marketing |
Texto Completo: | https://periodicos.uninove.br/remark/article/view/12082 |
Resumo: | In face of a competitive virtual market, driven by the growth of online shopping and the increase in the number of retailers in this modality, measurements to evaluate the quality of online service become important, particularly due to the identification of a positive relationship between service quality and service performance. In this sense, Ding et al. (2011) proposed a consistent measure of the perceived quality of service in electronic commerce from the perspective of self-service: the e-SELFQUAL. This paper presents results of the replication of e-SELFQUAL in the Brazilian context. Two data collections were carried out: first, for a final sample of 106 students, there was an inadequacy in a construct of the scale, and a new translation was proposed. A second collection was applied to a sample of 175 people. The results confirmed the reliability and validity (convergent and discriminant) of the scale, keeping the original items of the instrument. The findings indicate possible use of the e-SELFQUAL to measure the quality of online self-service in Brazil. |
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Perceived Quality of Online Self-Service: Validation of the E-Selfqual Scale in the Brazilian ContextQualidade Percebida do Autosserviço Online: Validação da Escala e-SELFQUAL no Contexto BrasileiroScale; e-SELFQUAL; Self-Service Quality.escala, e-SELFQUAL, qualidade de autosserviçoIn face of a competitive virtual market, driven by the growth of online shopping and the increase in the number of retailers in this modality, measurements to evaluate the quality of online service become important, particularly due to the identification of a positive relationship between service quality and service performance. In this sense, Ding et al. (2011) proposed a consistent measure of the perceived quality of service in electronic commerce from the perspective of self-service: the e-SELFQUAL. This paper presents results of the replication of e-SELFQUAL in the Brazilian context. Two data collections were carried out: first, for a final sample of 106 students, there was an inadequacy in a construct of the scale, and a new translation was proposed. A second collection was applied to a sample of 175 people. The results confirmed the reliability and validity (convergent and discriminant) of the scale, keeping the original items of the instrument. The findings indicate possible use of the e-SELFQUAL to measure the quality of online self-service in Brazil.Diante de um mercado virtual mais competitivo, impulsionado pelo crescimento das compras online e pelo aumento do nmero de varejistas nessa modalidade, mensuraes para avaliar a qualidade do servio online tornam-se importantes, sobretudo pela identificao de relao positiva entre a qualidade do servio e a performance do servio. Nesse sentido, Ding, Hu e Sheng (2011) propuseram uma medida consistente sobre a qualidade do servio no comrcio eletrnico, sob a perspectiva do autosservio: e-SELFQUAL. Este artigo apresenta resultados da replicao da e-SELFQUAL no contexto brasileiro. Duas coletas de dados foram realizadas, na primeira, para uma amostra final de 106 estudantes, observou-se uma inadequao em um constructo da escala, e uma nova traduo foi proposta. Uma segunda coleta foi aplicada a uma amostra de 175 pessoas. Os resultados atestaram a confiabilidade e validade (convergente e discriminante) da escala, mantendo os itens originais do instrumento, isso permite afirmar que a e-SELFQUAL pode ser utilizada para mensurar a qualidade do autosservio no Brasil. Universidade Nove de Julho - Uninove2015-06-30info:eu-repo/semantics/articleinfo:eu-repo/semantics/publishedVersionAvaliado por ParesPeer-reviewed Articleapplication/pdfhttps://periodicos.uninove.br/remark/article/view/1208210.5585/remark.v14i2.2721ReMark - Revista Brasileira de Marketing; v. 14, n. 2 (2015): Abril - Junho; 138-1532177-5184reponame:REMark - Revista Brasileira de Marketinginstname:Universidade Nove de Julho (UNINOVE)instacron:RBMporhttps://periodicos.uninove.br/remark/article/view/12082/5726Direitos autorais 2019 Revista Brasileira de Marketing – Remarkinfo:eu-repo/semantics/openAccessSilva, Renata Gonçalves SantosFrio, Ricardo SaraivaSampaio, Claudio HoffmannBroilo, Patrícia Liebesny2022-01-18T15:43:49Zoai:https://periodicos.uninove.br:article/12082Revistahttps://periodicos.uninove.br/remarkPRIhttps://periodicos.uninove.br/remark/oaiclaudiaraac@uol.com.br || admin@revistabrasileiramarketing.org || admin@revistabrasileiramarketing.org2177-51842177-5184opendoar:2022-01-18T15:43:49REMark - Revista Brasileira de Marketing - Universidade Nove de Julho (UNINOVE)false |
dc.title.none.fl_str_mv |
Perceived Quality of Online Self-Service: Validation of the E-Selfqual Scale in the Brazilian Context Qualidade Percebida do Autosserviço Online: Validação da Escala e-SELFQUAL no Contexto Brasileiro |
title |
Perceived Quality of Online Self-Service: Validation of the E-Selfqual Scale in the Brazilian Context |
spellingShingle |
Perceived Quality of Online Self-Service: Validation of the E-Selfqual Scale in the Brazilian Context Silva, Renata Gonçalves Santos Scale; e-SELFQUAL; Self-Service Quality. escala, e-SELFQUAL, qualidade de autosserviço |
title_short |
Perceived Quality of Online Self-Service: Validation of the E-Selfqual Scale in the Brazilian Context |
title_full |
Perceived Quality of Online Self-Service: Validation of the E-Selfqual Scale in the Brazilian Context |
title_fullStr |
Perceived Quality of Online Self-Service: Validation of the E-Selfqual Scale in the Brazilian Context |
title_full_unstemmed |
Perceived Quality of Online Self-Service: Validation of the E-Selfqual Scale in the Brazilian Context |
title_sort |
Perceived Quality of Online Self-Service: Validation of the E-Selfqual Scale in the Brazilian Context |
author |
Silva, Renata Gonçalves Santos |
author_facet |
Silva, Renata Gonçalves Santos Frio, Ricardo Saraiva Sampaio, Claudio Hoffmann Broilo, Patrícia Liebesny |
author_role |
author |
author2 |
Frio, Ricardo Saraiva Sampaio, Claudio Hoffmann Broilo, Patrícia Liebesny |
author2_role |
author author author |
dc.contributor.author.fl_str_mv |
Silva, Renata Gonçalves Santos Frio, Ricardo Saraiva Sampaio, Claudio Hoffmann Broilo, Patrícia Liebesny |
dc.subject.por.fl_str_mv |
Scale; e-SELFQUAL; Self-Service Quality. escala, e-SELFQUAL, qualidade de autosserviço |
topic |
Scale; e-SELFQUAL; Self-Service Quality. escala, e-SELFQUAL, qualidade de autosserviço |
description |
In face of a competitive virtual market, driven by the growth of online shopping and the increase in the number of retailers in this modality, measurements to evaluate the quality of online service become important, particularly due to the identification of a positive relationship between service quality and service performance. In this sense, Ding et al. (2011) proposed a consistent measure of the perceived quality of service in electronic commerce from the perspective of self-service: the e-SELFQUAL. This paper presents results of the replication of e-SELFQUAL in the Brazilian context. Two data collections were carried out: first, for a final sample of 106 students, there was an inadequacy in a construct of the scale, and a new translation was proposed. A second collection was applied to a sample of 175 people. The results confirmed the reliability and validity (convergent and discriminant) of the scale, keeping the original items of the instrument. The findings indicate possible use of the e-SELFQUAL to measure the quality of online self-service in Brazil. |
publishDate |
2015 |
dc.date.none.fl_str_mv |
2015-06-30 |
dc.type.driver.fl_str_mv |
info:eu-repo/semantics/article info:eu-repo/semantics/publishedVersion Avaliado por Pares Peer-reviewed Article |
format |
article |
status_str |
publishedVersion |
dc.identifier.uri.fl_str_mv |
https://periodicos.uninove.br/remark/article/view/12082 10.5585/remark.v14i2.2721 |
url |
https://periodicos.uninove.br/remark/article/view/12082 |
identifier_str_mv |
10.5585/remark.v14i2.2721 |
dc.language.iso.fl_str_mv |
por |
language |
por |
dc.relation.none.fl_str_mv |
https://periodicos.uninove.br/remark/article/view/12082/5726 |
dc.rights.driver.fl_str_mv |
Direitos autorais 2019 Revista Brasileira de Marketing – Remark info:eu-repo/semantics/openAccess |
rights_invalid_str_mv |
Direitos autorais 2019 Revista Brasileira de Marketing – Remark |
eu_rights_str_mv |
openAccess |
dc.format.none.fl_str_mv |
application/pdf |
dc.publisher.none.fl_str_mv |
Universidade Nove de Julho - Uninove |
publisher.none.fl_str_mv |
Universidade Nove de Julho - Uninove |
dc.source.none.fl_str_mv |
ReMark - Revista Brasileira de Marketing; v. 14, n. 2 (2015): Abril - Junho; 138-153 2177-5184 reponame:REMark - Revista Brasileira de Marketing instname:Universidade Nove de Julho (UNINOVE) instacron:RBM |
instname_str |
Universidade Nove de Julho (UNINOVE) |
instacron_str |
RBM |
institution |
RBM |
reponame_str |
REMark - Revista Brasileira de Marketing |
collection |
REMark - Revista Brasileira de Marketing |
repository.name.fl_str_mv |
REMark - Revista Brasileira de Marketing - Universidade Nove de Julho (UNINOVE) |
repository.mail.fl_str_mv |
claudiaraac@uol.com.br || admin@revistabrasileiramarketing.org || admin@revistabrasileiramarketing.org |
_version_ |
1799138640428793856 |