WEBQUAL TM REVISITED: PREDICTING THE INTENT TO REUSE A WEB SITE

Eleanor T. Loiacono · Daniel Q. Chen · Dale L. Goodhue

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

Abstract

This paper extends previous research on WebQualTM, a measure of web site quality, to uncover higher-level factors that influence a web consumers intention to reuse a web site by utilizing a second-order approach. An initial model was developed with 335 subjects and confirmed using an additional 311 participants. Usefulness, Response Time, Trust, Ease of use, and Entertainment were identified to be major higher order factors indicating WebQualTM. Results from a confirmatory factor analysis using LISREL and a multiple regression analysis indicate that Usefulness, Entertainment, and Response time are the most important factors predicting reuse, Ease of use and Trust are less important.

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References

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