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Abstract
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Mary Long and Charles McMellon
A multidimensional measure of perceived online service quality was developed based on consumers’ comments about their experiences with online retailers. These comments were…
Abstract
A multidimensional measure of perceived online service quality was developed based on consumers’ comments about their experiences with online retailers. These comments were organized and compared to the SERVQUAL scale. A survey was administered to adults who had made online purchases or role‐played the experience. While reflective of the SERVQUAL dimensions, the new measures became less reliant on interpersonal interactions and more technologically relevant. A new dimension also emerged that reflects consumers’ concerns for the geographic distance and facelessness of their experience. The study points to areas of improvement for online service quality.
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Joonhyeong Joseph Kim, Young-joo Ahn and Insin Kim
This study aims to identify the effect of age identity on attitude to online sites, examine the impact of this attitude on e-loyalty and investigate the moderating effect of…
Abstract
Purpose
This study aims to identify the effect of age identity on attitude to online sites, examine the impact of this attitude on e-loyalty and investigate the moderating effect of motivational orientation.
Design/methodology/approach
A survey was distributed to an online panel consisting of US-based adults older than 50 and usable data were collected from 284 participants, followed by an analysis using structural equation modeling.
Findings
Psychological and social age negatively influenced older adults’ attitude toward travel websites. Recreation-oriented motivation influenced the effect of online attitude on e-loyalty more strongly than did task-oriented motivation.
Originality/value
Unlike previous studies, the current study provided several managerial implications for e-marketers intending to attract older adults by adopting the multidimensional scale of age identity to predict older adults’ online attitude.