Evaluating Microblogging e-Service Quality using ANP
ABSTRACT More and more well‐known Internet enterprises, such as Google, Yahoo and Microsoft, are continually involved in the management of microblogging Websites. However, even though their level of awareness is high, they are uncertain how to take their place in the emerging microblogging industry....
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| Published in | Journal of multi-criteria decision analysis Vol. 19; no. 1-2; pp. 89 - 111 |
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| Main Authors | , , |
| Format | Journal Article |
| Language | English |
| Published |
Chichester, UK
John Wiley & Sons, Ltd
01.01.2012
Wiley Periodicals Inc |
| Subjects | |
| Online Access | Get full text |
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| Abstract | ABSTRACT
More and more well‐known Internet enterprises, such as Google, Yahoo and Microsoft, are continually involved in the management of microblogging Websites. However, even though their level of awareness is high, they are uncertain how to take their place in the emerging microblogging industry. Therefore, microblogging site proprietors should pay attention to improving the service quality of their Websites to increase the rate of return visits by users. Earlier studies of service quality chiefly used the SERVQUAL scale to address physical service quality. However, the current study focuses on e‐service quality, which is different from physical service quality. Therefore, the E‐S‐QUAL scale and the E‐RecS‐QUAL scale have been chosen as a basis, and interviews with experts have been used to construct a better conceptual framework for e‐service quality. In addition, in the authors' opinion, a certain degree of dependence exists among the aspects and the criteria of importance in this field, and, therefore, the Analytic Network Process (ANP) approach was chosen as the major analytic tool to discuss and analyse the key aspects and the key criteria. The results reveal that the key aspects are Security/Privacy, Empathy and Efficiency; and the key criteria are It does not share my personal information with other sites, It protects my personal information, This site is always available for business, This site makes it easy to find what I need, and Promoting consumers' excitement. Copyright © 2011 John Wiley & Sons, Ltd. |
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| AbstractList | ABSTRACT
More and more well‐known Internet enterprises, such as Google, Yahoo and Microsoft, are continually involved in the management of microblogging Websites. However, even though their level of awareness is high, they are uncertain how to take their place in the emerging microblogging industry. Therefore, microblogging site proprietors should pay attention to improving the service quality of their Websites to increase the rate of return visits by users. Earlier studies of service quality chiefly used the SERVQUAL scale to address physical service quality. However, the current study focuses on e‐service quality, which is different from physical service quality. Therefore, the E‐S‐QUAL scale and the E‐RecS‐QUAL scale have been chosen as a basis, and interviews with experts have been used to construct a better conceptual framework for e‐service quality. In addition, in the authors' opinion, a certain degree of dependence exists among the aspects and the criteria of importance in this field, and, therefore, the Analytic Network Process (ANP) approach was chosen as the major analytic tool to discuss and analyse the key aspects and the key criteria. The results reveal that the key aspects are Security/Privacy, Empathy and Efficiency; and the key criteria are It does not share my personal information with other sites, It protects my personal information, This site is always available for business, This site makes it easy to find what I need, and Promoting consumers' excitement. Copyright © 2011 John Wiley & Sons, Ltd. More and more well-known Internet enterprises, such as Google, Yahoo and Microsoft, are continually involved in the management of microblogging Web sites. However, even though their level of awareness is high, they are uncertain how to take their place in the emerging microblogging industry. Therefore, microblogging site proprietors should pay attention to improving the service quality of their Websites to increase the rate of return visits by users. Earlier studies of service quality chiefly used the SERVQUAL scale to address physical service quality. However, the current study focuses on e-service quality, which is different from physical service quality. Therefore, the E-S-QUAL scale and the E-RecS-QUAL scale have been chosen as a basis, and interviews with experts have been used to construct a better conceptual framework for e-service quality. In addition, in the authors' opinion, a certain degree of dependence exists among the aspects and the criteria of importance in this field, and, therefore, the Analytic Network Process (ANP) approach was chosen as the major analytic tool to discuss and analyse the key aspects and the key criteria. The results reveal that the key aspects are Security/Privacy, Empathy and Efficiency; and the key criteria are It does not share my personal information with other sites, It protects my personal information, This site is always available for business, This site makes it easy to find what I need, and Promoting consumers' excitement. [PUBLICATION ABSTRACT] ABSTRACT More and more well‐known Internet enterprises, such as Google, Yahoo and Microsoft, are continually involved in the management of microblogging Websites. However, even though their level of awareness is high, they are uncertain how to take their place in the emerging microblogging industry. Therefore, microblogging site proprietors should pay attention to improving the service quality of their Websites to increase the rate of return visits by users. Earlier studies of service quality chiefly used the SERVQUAL scale to address physical service quality. However, the current study focuses on e‐service quality, which is different from physical service quality. Therefore, the E‐S‐QUAL scale and the E‐RecS‐QUAL scale have been chosen as a basis, and interviews with experts have been used to construct a better conceptual framework for e‐service quality. In addition, in the authors' opinion, a certain degree of dependence exists among the aspects and the criteria of importance in this field, and, therefore, the Analytic Network Process (ANP) approach was chosen as the major analytic tool to discuss and analyse the key aspects and the key criteria. The results reveal that the key aspects are Security/Privacy, Empathy and Efficiency ; and the key criteria are It does not share my personal information with other sites, It protects my personal information, This site is always available for business, This site makes it easy to find what I need , and Promoting consumers' excitement . Copyright © 2011 John Wiley & Sons, Ltd. |
| Author | Hung, Li-Ping Hu, Yi-Chung Wang, Jen-Hung |
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| References_xml | – year: 2011 – volume: 37 start-page: 241 year: 1999 end-page: 261 article-title: Analyzing organizational project alternatives for agile manufacturing processes: an analytical network approach publication-title: International Journal of Production Research – year: 2009 – volume: 12 start-page: 246 year: 1998 end-page: 264 article-title: Market orientation, service quality and business profitability: a conceptual model and empirical evidence publication-title: Journal of Services Marketing – volume: 38 start-page: 23 year: 2000 end-page: 33 article-title: Exploring factors associated with web site success in the context of electronic commerce publication-title: Information Management – volume: 11 start-page: 51 year: 2007 end-page: 87 article-title: WEBQUAL: An instrument for consumer evaluation of web sites publication-title: International Journal of Electronic Commerce – volume: 8 start-page: 356 year: 2006 end-page: 371 article-title: Service quality in 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More and more well‐known Internet enterprises, such as Google, Yahoo and Microsoft, are continually involved in the management of microblogging... More and more well-known Internet enterprises, such as Google, Yahoo and Microsoft, are continually involved in the management of microblogging Web sites.... |
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| SubjectTerms | Analytic Network Process (ANP) Blogs Decision making models e-Service Quality Microblogging Personal information Quality of service Studies Websites |
| Title | Evaluating Microblogging e-Service Quality using ANP |
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