Measuring website service quality for Malaysian companies / Voon Boo Ho, Karen Kueh and Mohd Zawawi Mohd Zafian

A customer-perceived quality service has been widely used towards enhancing the customers’ satisfaction and loyalty. The same situation is also applicable for the online services; in an increased use of websites as a channel for information presentation and provision of other services. Hence, the w...

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Main Authors:	Voon, Boo Ho, Kueh, Karen Meng Koon, Mohd Zafian, Mohd Zawawi
Format:	Article
Language:	English
Published:	Research Management Institute (RMI) 2009
Subjects:	Marketing Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling World Wide Web. Web portals. Web site development
Online Access:	http://ir.uitm.edu.my/id/eprint/13078/ http://ir.uitm.edu.my/id/eprint/13078/1/AJ_VOON%20BOO%20HO%20SMRJ%20%2009%201.pdf

id	uitm-13078
recordtype	eprints
spelling	uitm-130782016-06-30T00:39:44Z http://ir.uitm.edu.my/id/eprint/13078/ Measuring website service quality for Malaysian companies / Voon Boo Ho, Karen Kueh and Mohd Zawawi Mohd Zafian Voon, Boo Ho Kueh, Karen Meng Koon Mohd Zafian, Mohd Zawawi Marketing Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling World Wide Web. Web portals. Web site development A customer-perceived quality service has been widely used towards enhancing the customers’ satisfaction and loyalty. The same situation is also applicable for the online services; in an increased use of websites as a channel for information presentation and provision of other services. Hence, the website service quality perceptions of users need to be understood so as to be managed more effectively. The key dimension of this study is to identify the website service quality through the qualitative and quantitative approaches. The website quality theories, focus groups and survey results generate numerous dimensions and items for the understanding and measuring the website service quality of various public-listed companies in Malaysia, particularly from the users’ viewpoint. The laboratory-based method obtains data from the external users’ websites whereas mail surveys aims to gather the views from the organizations’ website. These two approaches use to obtain the perceptual data for further quantitative analysis. Based on the Reliability and Factor Analysis as well as Structural Equation Modeling, there are six valid and reliable dimensions of website service quality identified, namely: Assurance, Tangibles, Content Quality, Technical Quality, Organisation Information, and Address. The implications and future research directions will be also discussed in the following sections of this study. Research Management Institute (RMI) 2009 Article PeerReviewed text en http://ir.uitm.edu.my/id/eprint/13078/1/AJ_VOON%20BOO%20HO%20SMRJ%20%2009%201.pdf Voon, Boo Ho and Kueh, Karen Meng Koon and Mohd Zafian, Mohd Zawawi (2009) Measuring website service quality for Malaysian companies / Voon Boo Ho, Karen Kueh and Mohd Zawawi Mohd Zafian. Social and Management Research Journal, 6 (2). pp. 71-81. ISSN 1675-7017
repository_type	Digital Repository
institution_category	Local University
institution	Universiti Teknologi MARA
building	UiTM Institutional Repository
collection	Online Access
language	English
topic	Marketing Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling World Wide Web. Web portals. Web site development
spellingShingle	Marketing Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling World Wide Web. Web portals. Web site development Voon, Boo Ho Kueh, Karen Meng Koon Mohd Zafian, Mohd Zawawi Measuring website service quality for Malaysian companies / Voon Boo Ho, Karen Kueh and Mohd Zawawi Mohd Zafian
description	A customer-perceived quality service has been widely used towards enhancing the customers’ satisfaction and loyalty. The same situation is also applicable for the online services; in an increased use of websites as a channel for information presentation and provision of other services. Hence, the website service quality perceptions of users need to be understood so as to be managed more effectively. The key dimension of this study is to identify the website service quality through the qualitative and quantitative approaches. The website quality theories, focus groups and survey results generate numerous dimensions and items for the understanding and measuring the website service quality of various public-listed companies in Malaysia, particularly from the users’ viewpoint. The laboratory-based method obtains data from the external users’ websites whereas mail surveys aims to gather the views from the organizations’ website. These two approaches use to obtain the perceptual data for further quantitative analysis. Based on the Reliability and Factor Analysis as well as Structural Equation Modeling, there are six valid and reliable dimensions of website service quality identified, namely: Assurance, Tangibles, Content Quality, Technical Quality, Organisation Information, and Address. The implications and future research directions will be also discussed in the following sections of this study.
format	Article
author	Voon, Boo Ho Kueh, Karen Meng Koon Mohd Zafian, Mohd Zawawi
author_facet	Voon, Boo Ho Kueh, Karen Meng Koon Mohd Zafian, Mohd Zawawi
author_sort	Voon, Boo Ho
title	Measuring website service quality for Malaysian companies / Voon Boo Ho, Karen Kueh and Mohd Zawawi Mohd Zafian
title_short	Measuring website service quality for Malaysian companies / Voon Boo Ho, Karen Kueh and Mohd Zawawi Mohd Zafian
title_full	Measuring website service quality for Malaysian companies / Voon Boo Ho, Karen Kueh and Mohd Zawawi Mohd Zafian
title_fullStr	Measuring website service quality for Malaysian companies / Voon Boo Ho, Karen Kueh and Mohd Zawawi Mohd Zafian
title_full_unstemmed	Measuring website service quality for Malaysian companies / Voon Boo Ho, Karen Kueh and Mohd Zawawi Mohd Zafian
title_sort	measuring website service quality for malaysian companies / voon boo ho, karen kueh and mohd zawawi mohd zafian
publisher	Research Management Institute (RMI)
publishDate	2009
url	http://ir.uitm.edu.my/id/eprint/13078/ http://ir.uitm.edu.my/id/eprint/13078/1/AJ_VOON%20BOO%20HO%20SMRJ%20%2009%201.pdf
first_indexed	2023-09-18T22:49:49Z
last_indexed	2023-09-18T22:49:49Z
_version_	1777417468697903104

Measuring website service quality for Malaysian companies / Voon Boo Ho, Karen Kueh and Mohd Zawawi Mohd Zafian

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