Validación del modelo SERVPERF en el ámbito de internet: un caso colombiano

• Main Authors: Edison Jair Duque Oliva, Javier A. Canas Baquero
• Format: Article
• Language: English
• Published: Konrad Lorenz Fundación Universitaria 2014-12-01
• Series: Suma de Negocios
• Subjects: Quality of service; E-commerce; Service quality measurement; Relational marketing
• Online Access: http://www.elsevier.es/es-revista-suma-negocios-208-articulo-validacion-del-modelo-servperf-el-S2215910X14700333

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.