Evaluating WAP News Sites: The WEBQUAL/M Approach

Stuart John Barnes · Kenny Liu · Richard T. Vidgen

46 citations0/0 files storedJournal of the Association for Information Systems

No readable copy stored yet — this record is metadata only.

No open-access location is known for this record yet.

Literature note Cite in a project Citation map

Technology Adoption and User Behaviour Customer Service Quality and Loyalty Usability and User Interface Design

Abstract

This paper reports on the evaluation of wireless Internet news sites using the WebQual/m instrument. From initial application in the domain of traditional Internet Web sites, the instrument has been adapted for sites delivered using the wireless application protocol (WAP). The WebQual approach is to assess the Web-site quality from the perspective of the 'voice of the customer’, an approach adopted in quality function deployment. The WebQual/m instrument is used to assess customer perceptions of information, site and useroriented qualities. In particular, the qualities of three UK-based WAP news sites are assessed via an online questionnaire. The results are reported and analysed and demonstrate considerable variations in the offerings of the news sites. The findings and their implications for mobile commerce are discussed and some conclusions and directions for further research are provided.

Paper brief

Loading…

Cite this work

Citation unavailable for this work.

BibTeX RIS CSL-JSON

No public copy is stored for this record, so only the metadata is cited.

Citations in this library

Citation map →

Stored only when both papers are in the corpus — 46 citations exist upstream.

References

1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality 1993The Nature and Determinants of Customer Expectations of Service 1995Service Quality: A Measure of Information Systems Effectiveness 1997Measuring Information Systems Service Quality: Concerns on the Use of the SERVQUAL Questionnaire1 2002The mobile commerce value chain: analysis and future developments 1997Measuring Information Systems Service Quality: Concerns for a Complete Canvas1 2000WebQual: An Exploration of Web-Site Quality.2005Assessing the quality of auction Web sites

Cited by

2009A Multiple-Item Scale for Assessing E-Government Service Quality 2004WEB USERS' CULTURAL PROFILES AND E-SERVICE QUALITY: INTERNATIONALIZATION IMPLICATIONS FOR TOURISM WEB SITES 2016Measuring quality perception in electronic commerce 2023Influence of Online Information Quality and Website Design on User Shopping Loyalty in the Context of E-Commerce Shopping Malls in Korea 2017Quality in Mobile Payment Service in India

Explore the map →

Papers that cite the same references — the relational fallback while embeddings are still backfilling.

Imported from OpenAlex (CC0) — nothing here is generated.