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Peer reviewedO'Neill, Martin; Palmer, Adrian; Wright, Christine – Internet Research, 2003
Disconfirmation models of online service measurement seek to define service quality as the difference between user expectations of the service to be received and perceptions of the service actually received. Two such models-inferred and direct disconfirmation-for measuring quality of the online experience are compared (WebQUAL, SERVQUAL). Findings…
Descriptors: Comparative Analysis, Evaluation Methods, Information Services, Measurement Techniques
