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• W1994416802 abstract "This study starts out from two premises. Firstly, previous studies show that the quality of traditional services can be perceived differently by different customers. Secondly, in the electronic services area some researchers have used the sociodemographic profile of the Internet user to explain the differences in their online behavior. In the light of this, our study analyze whether the perceived quality of electronic services can vary depending on the sociodemographic and web-graphics characteristics of the online consumer (age, gender, level of education, and frequency of Internet use). The responses were obtained from 267 online consumers who have experienced a problem during the online service delivery (service encounters with incidents). The results show (1) the reliability dimension is that which is best valued, while the service recovery has the worst performance, (2) the perceived quality of service is relatively homogenous between the different groups of online buyers, and (3) the measurement invariance of the measurements is demonstrated. Este estudio tiene su punto de partida en 2 premisas. En primer lugar, previos estudios muestran que la calidad de los servicios tradicionales puede ser percibida de forma distinta por los consumidores. En segundo lugar, en el área de los servicios electrónicos, algunos investigadores han utilizado el perfil sociodemográfico del usuario de Internet para explicar las diferencias en su comportamiento online. En base a esto, nuestro estudio analiza si la calidad percibida de los servicios electrónicos puede variar según las características sociodemográficas y web-gráficas de los consumidores online (género, edad, nivel de educación y frecuencia de uso de Internet). Las respuestas se obtuvieron de una muestra de 267 consumidores que habían tenido algún problema durante la prestación del servicio (encuentros de servicio con incidentes). Los resultados muestran que: a) la dimensión fiabilidad es la mejor evaluada, mientras que la recuperación del servicio tuvo el peor desempeño; b) la calidad de servicio percibida es relativamente homogénea entre los diferentes grupos de compradores online, y c) se confirma la invarianza de medida de las escalas utilizadas." @default.
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• W1994416802 date "2014-10-01" @default.
• W1994416802 modified "2023-10-03" @default.
• W1994416802 title "Evaluation of the e-service quality in service encounters with incidents: Differences according to the socio-demographic profile of the online consumer" @default.
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• W1994416802 doi "https://doi.org/10.1016/j.redee.2014.09.004" @default.
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