Made available in DSpace on 2015-04-16T14:48:51Z (GMT). No. of bitstreams: 1 arquivototal.pdf: 1022894 bytes, checksum: 40722e5bfd61e7d6b0ccb02b088b4982 (MD5) Previous issue date: 2009-06-20 / Coordenação de Aperfeiçoamento de Pessoal de Nível Superior - CAPES / The quality evaluation of the internet sites is today, a topic of study of several researchers worldwide. Different models of sites analyses with diverse central points came up in the academy with focus which alternate themselves between the evaluation of the technological aspects and the quality measurement perceived by the user or consumer. In this research, the WebQual device was used, which was created by Loiacono (2000), and it has the privilege of evaluating the sites quality through the user´s or consumer´s view. The present research aims to evaluate the sites quality of the hotels in the Paraíba capital in the users´perception, and taking into account the WebQual model constructs which are use facility, usage, interactivity and complementary relation. The main factors, present in the sites, were identified in order to find out which ones motivate the users to visit them again. A non-random sample, obtained by the accessibility and convenience criterion was made up with guests and non-guests who are users of the sites, with a total sum of 377 who were interviewed. The survey was carried out by means of structured questionnaire and the results were analyzed through a data descriptive analysis, a confirmatory factorial analysis, a structural equation model technique and multiple linear regression. The constructs demonstrated convergent and discriminatory validity and, compound trustworthiness, in addition to pointing out the positive influence of the utility, of the online operations as well as the entertainment when revisiting the hotel sites. The results obtained by this survey enabled the suggestion of adjustments in the WebQual model for its application. / A avaliação da qualidade de sites na Internet é hoje, tópico de estudo de vários pesquisadores em todo o mundo. Diferentes modelos de análises de sites com enfoques variados surgiram na academia com focos que se alternam entre a avaliação dos aspectos tecnológicos e a medição da qualidade percebida pelo usuário ou consumidor. Nesta pesquisa, optou-se por utilizar o instrumento WebQual, criado por Loiacono (2000), o qual privilegia a avaliação da qualidade dos sites pela ótica do usuário ou consumidor. A presente pesquisa busca avaliar a qualidade dos sites dos hotéis da capital paraibana na percepção dos usuários, levando em consideração os construtos do modelo WebQual Facilidade de uso, Usabilidade, Interatividade e Relação complementar. Buscou-se identificar quais são os principais fatores presentes nos sites que motivam os usuários a visitá-los novamente. Uma amostra não-aleatória, obtida pelo critério de acessibilidade e conveniência foi constituída com hóspedes e não hóspedes usuários dos sites, totalizando 377 entrevistados. O levantamento foi operacionalizado por meio de questionário estruturado e os resultados analisados por meio de análise descritiva dos dados, análise fatorial confirmatória, por intermédio da técnica de modelagem de equações estruturais e regressão linear múltipla. Os construtos demonstraram validade convergente e discriminante e, confiabilidade composta, além de apontar a influência positiva da utilidade, das operações online e do entretenimento na intenção de revisitar os sites dos hotéis. Os resultados obtidos por este levantamento possibilitaram a sugestão de ajustes no modelo WebQual para sua aplicação.

Bakgrund: Konkurrensen inom banksektorn har på senare tid ökat, då digitaliseringen av tjänster har möjliggjort för nya aktörer likt neobanker att etablera sig på marknaden. Kvaliteten på tjänsteerbjudandet har stor påverkan på tjänsteföretagens framgång på marknaden. För att möta kundernas ökande krav på kvalitet bör bankerna ha ett kontinuerligt kvalitetsförbättringsarbete. Det finns därför ett behov att undersöka hur bankkunder ser på kvalitet samt hur banker bör prioritera sitt förbättringsarbete. Syfte: Denna studie syftar till att utforska hur svenska bankkunder upplever tjänstekvaliteten på internetbanken. Syftet är också att utreda vilka delar av internetbanken svenska banker bör prioritera i sitt förbättringsarbete. Metod: Studien har antagit en kvantitativ forskningsstrategi med en tvärsnittsdesign. Forskningsansatsen var deduktiv. Datan samlades in genom en digital enkätstudie baserad på frågor SSTQUAL samt WebQual. Strukturen med frågor kring upplevd och faktisk tjänstekvalitet baserades på SERVQUAL-ramverket. Studien använde sig av partial least square structural equation modelling (PLS-SEM) samt importance performance matrix analysis (IPMA) för att analysera den insamlade datan. Resultat: Studiens resultat visar att dimensionerna Design samt Bekvämlighet uppvisar den högsta upplevda tjänstekvaliteten. Dimensionerna Kommunikation samt Information uppvisar den lägsta upplevda tjänstekvaliteten. Samtliga dimensioner har ett negativt tjänstekvalitetsgap, vilket indikerar att kundernas förväntningar är högre ställda än vad de upplever att internetbanken faktiskt levererar. Sett till prioriteringsordningen för bankernas förbättringsarbete föreslår studiens resultat följande ordning: 1. Innovation, 2. Kommunikation, 3. Information, 4. Design, 5. Funktionalitet, 6. Säkerhet och 7. Bekvämlighet. Kunskapsbidrag: Denna studie har bidragit till en ökad förståelse för vilka dimensioner av internetbankens tjänsteerbjudande som är viktiga för kunderna och hur kunderna upplever tjänstekvaliteten inom dessa dimensioner. För banker kan studien ge värdefulla insikter om hur kunderna ser på kvaliteten och vilka dimensioner som bör prioriteras i ett förbättringsarbete. / Background: Competition in the banking sector has increased in recent years because of the digitalization of services which has enabled new players like neobanks to enter the market. A company’s service offering has significant impact on the firm’s success. In order to meet customers’ increasing demands for quality service, banks should continuously improve their service offerings. Therefore, there is a need to investigate how bank customers view quality and how banks should prioritize their improvement efforts. Aim: This study aims to investigate how Swedish bank customers experience the quality of service on the internet bank. The purpose is also to analyze which parts of the internet bank Swedish banks should prioritize in their improvement efforts. Methodology: The study has adopted a quantitative research strategy with a cross-sectional design. The research approach was deductive. The data was collected through a digital survey based on questions from the SSTQUAL and WebQual frameworks. The study's survey questions about perceived and actual quality of service were based on the SERVQUAL framework. The study used partial least square structural equation modeling (PLS-SEM) and importance-performance matrix analysis (IPMA) to analyze the collected data. Results: The study results show that the dimensions of Design and Convenience have the highest perceived quality of service. The dimensions Communication and Information show the lowest perceived quality of service. All dimensions have a negative service quality gap, which indicates that customer expectations are higher than what they feel the internet bank delivers. Regarding the order of priority for the banks' improvement efforts, the study results suggest the following order: 1. Innovation, 2. Communication, 3. Disclosures, 4. Design, 5. Functionality, 6. Security and 7. Convenience. Research contribution: This study has contributed to an increased understanding of which dimensions of the internet bank's service offering that are fundamental to customers and how customers experience the quality of service within these dimensions. The study provides valuable insights into how customers view quality and which dimensions banks should prioritize in its improvement efforts.