Proposition and Test of a Quality Assessment Extension WebQual Model in Brazil

Abstract

This study has a purpose to test the extended WebQual Model from the inclusion of the construct familiarity has nomological validity, besides to verify the explained variance to satisfaction and intention to reuse are higher in the extended model than the original model. The quality evaluation WebQual model presents a measurement process from twelve constructs: information fit-to-task, tailored information, on-line completeness, relative advantage, easy of understanding, intuitive operations, trust, response time, visual appeal, innovativeness, emotional appeal and consistent image. Constructs familiarity, satisfaction and intention to reuse by users were included in this model. Data were collected by electronic means, and at the end, 456 questionnaires were obtained from the Rede Habitar portal and 240 questionnaires from Rede Imvista portal, totalizing 696 questionnaires. Obtained results indicate that the analyzed portals quality evaluation is reasonable, which all one-dimensional indices, reliability, and convergent validity showed suitable results. In the discriminant validity, only two correlations did not show proper values. Nomological validity was achieved and the relationship between the extended model constructs were shown suitable. In explained variance terms, the construct familiarity insertion increased the indicator’s value for satisfaction, however it should also be considered the lack of discriminant validity between familiarity and satisfaction.

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