The Role of E-Service Qualityand Information Quality InCreating Perceived Value:Antecedents to Web Site LoyaltyPresented b...
Authors• Ann Pearson - Online UndergraduateProgram Coordinator @ SIU• Dr. Suresh Tadisina - Professor andAssociate Dean of...
SummarySurvey of 409 undergraduate students at 2midwestern universities was conducted usingan instrument adapted from seve...
Literature Review• Reading list of significant sizeo More than 20 unique references in the review• Would have liked more d...
Literature Review: TopicsThe literature review was broken down bymajor topic area:• Expectancy-Value Theory• e-Service Qua...
Expectancy-Value Theory...people learn from expectations....individuals learn to perform behavior theyexpect will result i...
ValueValue: attitude influenced by beliefs about thecapabilities of an object permitting or blockingthe achievement of a v...
Key Points• Focuses on perceptions and their impact onuser/visitor/consumer loyalty to web sites• No one facet is the magi...
Strengths• Able to apply highly-tested, well-regardedresearch to their questions.• Multi-faceted approacho 16 individual h...
Weaknesses• Disappointed that the web statistics werefrom 2007-2008. There are no shortage ofusable sources for more curre...
Contribution• Currently 0 citations in Google Scholar• Validates what web professionals have beensaying since the dawn of ...
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The Role of E-Service Quality and Information Quality In Creating Perceived Value: Antecedents to Web Site Loyalty

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  • Article (full-text): http://www.tandfonline.com/doi/full/10.1080/10580530.2012.687311
  • Southern Illinois University All authors have previous journal articles listed.
  • 66 total references listed
  • "Value" somewhat defined as attitude influenced by beliefs about the capabilities of an object permitting or blocking the achievement of a valued state. If the object supports the individual in achieving a goal, the individual forms favorable attitudes toward the object. In this study, the "object" is a firm's web site that permits or blocks a customer's attainment of a desired product.
  • "Value" somewhat defined as attitude influenced by beliefs about the capabilities of an object permitting or blocking the achievement of a valued state. If the object supports the individual in achieving a goal, the individual forms favorable attitudes toward the object. In this study, the "object" is a firm's web site that permits or blocks a customer's attainment of a desired product.
  • Hypothesis: Have the article handy for these. Web service quality attributes (11): reliability, responsiveness, access, flexibility, ease of navigation, efficiency, assurance/trust, security/privacy, price knowledge, site aesthetics, customization/personalization (definitions article 203). Web information quality attributes(7) (less well defined, but present) accuracy, relevance, understandability, adequacy, scope, usefulness, reliability (definitions on article 204).
  • The argument was made that student evaluation of multiple sites added depth and more robust results versus evaluation of a single site by all participants. No discussion given to how/if the surveyed students had the same baseline/information regarding definitions and expectations for terminology in the survey.
  • You have your Seth Godins, Kristina Halvorsons, your Avinash Kaushiks, but having actual scholarly backing, especially when working in higher education like I do, has incredible value. I think the biggest contribution, from my perspective, is taking the idea of information quality and showing that "fit for use" doesn't necessarily limit one to the contents of a database.
  • Transcript of "The Role of E-Service Quality and Information Quality In Creating Perceived Value: Antecedents to Web Site Loyalty"

    1. 1. The Role of E-Service Qualityand Information Quality InCreating Perceived Value:Antecedents to Web Site LoyaltyPresented by:Shelley KeithINFQ 7322 - Information Quality TheoryAssignment: Evaluation/Critique of an IQ Research Article
    2. 2. Authors• Ann Pearson - Online UndergraduateProgram Coordinator @ SIU• Dr. Suresh Tadisina - Professor andAssociate Dean of the College of Business@ SIU Carbondale• Chris Griffin - Assistant Professor ofComputer Information Systems @ Universityof Louisiana at Monroe
    3. 3. SummarySurvey of 409 undergraduate students at 2midwestern universities was conducted usingan instrument adapted from several relatedresearch instruments for e-service quality,information quality, and perceived value. Theresearch tested 16 hypotheses, andessentially concludes that the best loyaltyresults are achieved when both e-service andinformation quality are addressed within aweb site.
    4. 4. Literature Review• Reading list of significant sizeo More than 20 unique references in the review• Would have liked more depth• Lacked up-to-date web research sourceso No mention of relevant thought leaders withscholarly works, like Jakob Nielsen, Jared Spool,etc.o Most of the works cited here were pre-2005• Nicely broken down by topic area
    5. 5. Literature Review: TopicsThe literature review was broken down bymajor topic area:• Expectancy-Value Theory• e-Service Quality• Information Quality• Perceived Value• Loyalty Intentions• Perceived e-Service Quality, PerceivedInformation Quality, and Loyalty Intentions
    6. 6. Expectancy-Value Theory...people learn from expectations....individuals learn to perform behavior theyexpect will result in positive events.As adapted to media by Palmgren (1984)...suggests individuals will continue to use amedium that generates positive evaluations.
    7. 7. ValueValue: attitude influenced by beliefs about thecapabilities of an object permitting or blockingthe achievement of a valued state.In this study, the "object" is a firms web sitethat permits or blocks a customersattainment of a desired product.
    8. 8. Key Points• Focuses on perceptions and their impact onuser/visitor/consumer loyalty to web sites• No one facet is the magic ingredient. Servicequality and information quality influence theperception of value, which influences loyaltyintentions. A well-rounded approach isnecessary.
    9. 9. Strengths• Able to apply highly-tested, well-regardedresearch to their questions.• Multi-faceted approacho 16 individual hypotheses were tested• Well defined attributes for web site servicequalityo 11 attributes identified based on previous research• Defined attributes for information quality forweb sites
    10. 10. Weaknesses• Disappointed that the web statistics werefrom 2007-2008. There are no shortage ofusable sources for more current information.o Outdated references to Census Bureau data• Self described limitation: Students did notevaluate a single shopping source, ratherthey evaluated a site of their choosing.(questionable as a "weakness")
    11. 11. Contribution• Currently 0 citations in Google Scholar• Validates what web professionals have beensaying since the dawn of www.• Provides additional scholarly foundation forboth content strategy and strategic socialmedia initiatives.• Offers practical application advice• Suggests research into other loyaltyinfluencers and the effect of technology onperceptions.
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