Abstract

DUQUE OLIVA, Edison Jair  and  CANAS BAQUERO, Javier A.. Validation of the SERVPERF model in the internet environment: A Colombian case. suma neg. [online]. 2014, vol.5, n.12, pp.115-123. ISSN 2215-910X.  https://doi.org/10.1016/s2215-910x(14)70033-3.

The aim of the study is to demonstrate an adaptation process of the SERVPERF model for the evaluation of the perceived quality of service in the Colombian environment, and to validate this using the model in an E-commerce company of Colombia. A pre-test was performed with 98 questionnaires and a definitive sample of 585 questionnaires were completed. An exploratory and confirmatory factor analysis was performed to verify the validity and reliability of the results found. There were discrepancies in some items of the questionnaire on comparing it with the original model, but it was determined that these could be attributed to the non-presential nature of the electronic business, and did not affect the overall adaptation of the tool. Thus, this study verifies the validity of the SERVPERF model in the internet environment in Colombia.

Keywords : Quality of service; E-commerce; Service quality measurement; Relational marketing.

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