Designing an instrument to measure the QoS of a Spanish virtual store

Abstract

This article describes the development of an instrument, in the form of a survey, which is distributed to users of a B2C website selling electronic books in order to ascertain their satisfaction. The opinions compiled from a pilot sample and the exploratory factor analysis carried out point to factors that best summarise the quality of the application analysed here. Analysis of the initial survey, with a total of 40 items, shaped the final instrument, encompassing 18 items divided into 6 dimensions, which measure the perceptions of users of the application in order to improve the contents of the website. Subsequently, a confirmatory factorial analysis is performed, ensuring the reliability of the study and which confirms that the structure of the instrument developed truly measures service quality in accordance with the requirements of the website in terms of offering a space that fulfils consumer expectations in the Information Society. © 2010 Springer-Verlag.