Add time:07/11/2019         Source:sciencedirect.com

The growth of e-commerce is an increasing phenomenon both nationally and globally. In Brazil alone, online sales reached a total of 47.7 billion reais (Brazilian currency) in 2017. As a result of this growth, it has become more important to understand aspects of Perceived Quality that increase online customer satisfaction, loyalty, and retention. In this sense, the main objective of this study is to compare the psychometric properties of two scales developed to measure the quality of websites. By means of an electronic survey, conducted by snowball, involving 1236 individuals proportionally stratified by the five Brazilian regions, we found that the e-TailQ scale, designed by Wolfinbarger and Gilly (2003), was more suitable for measuring Satisfaction, Loyalty, Positive Word-of-Mouth, and Repurchase Intention in the sample, compared with the E-S-Qual scale, proposed by Parasuraman et al. (2005).

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