La qualité de service électronique: NetQu@l Proposition d'une échelle de mesure appliquée aux sites marchands et effets modérateurs

Afin d'assurer la croissance du commerce électronique, chercheurs et managers placent la qualité de service au cœur de leurs préoccupations. Sur la base d'un questionnaire en ligne administré en trois vagues à 1 200 clients de cinq sites marchands, une échelle de mesure de la qualité de service électronique, NetQu@l, est élaborée. L'impact de NetQu@l sur l'attitude envers le site est étudié. Les résultats montrent, par ailleurs, que certaines variables sont susceptibles de modérer le processus d'évaluation.

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