Validation and Invariance of an Electronic Service Quality Scale
DOI:
https://doi.org/10.69653/msth20238Keywords:
Electronic Service Quality, E-commerce, Virtual Library, Factorial Invariance, PeruAbstract
This study evaluated electronic service quality in a virtual bookstore in Peru using the Electronic Service Quality Scale. A cross-sectional design was used, collecting data from 412 online bookstore customers. A first-order confirmatory factor analysis confirmed the Spanish version's four dimensions (Design, Functionality, Privacy, and Reliability), with all items significantly loading on their respective factors. Additionally, a gender-based factorial invariance analysis showed that thresholds, factor loadings, intercepts, and residuals were consistent across both groups, suggesting that score differences between genders result from true latent trait discrepancies rather than potential bias in the evaluation tool. These findings are important for future research on electronic service quality in Peru, allowing for more accurate and reliable comparisons of results between groups.
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