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.
Highlights
The volume increase of e-commerce business worldwide shows the importance of e-commerce investigation, evaluation websites, design solutions, quality, consumer behavior on the web, and factors that influence it (Davidavicenè & Tolvaisas, 2011)
Information technology diffusion in people’s lives is important, whether at home or in the workplace, creating an interaction with the technology provided by the companies and, technology interfaces have become the key for business success (Bolar, 2014)
From the picture one it can be describing the following assumptions: Hypothesis 1: Perceived quality is reflected by the informational fit-to-task
Summary
The volume increase of e-commerce business worldwide shows the importance of e-commerce investigation, evaluation websites, design solutions, quality, consumer behavior on the web, and factors that influence it (Davidavicenè & Tolvaisas, 2011). In addition to testing the WebQual Model Loiacono, Watson and Goodhue, this study has the purpose to verify whether the WebQual extended model (Loiacono et al, 2007) with the inclusion of the construct familiarity is valid Besides that, it identifies the existent or not relationship between the perceived quality, satisfaction and intention to reuse, and to verify whether the construct familiarity inclusion will increase the explained quality perceived variance by two real estate portal users. Portals measurement quality should disclose information beyond the statistics so that administrators have condition to understand the reason for visitor’s preference or rejection For this reason, considering consumers’ behavior to obtain study directly involved activities, consume and dispose of goods and services, including decision-making processes preceding and following the actions, become important to know and study these interactions (Ferreira, 2015; Curi, Dias, & Gonçalves Filho, 2006). The WebQual is an instrument which aims to measure the customer’s perceived quality, facilitating managers’ decision work (Anand, Mittal, Moolchandani, Kagzi, & Kar, 2015; Sun et al, 2015; Petruzzellis, D’uggento, & Romanazzi, 2006)
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