Research on perceived online service quality has, since its beginnings in the 1990’s, shown little consensus about its dimensionality. In this study, we modify a well-tested existing instrument to add the notion of transaction quality. We carry out exploratory factor analysis and find that our results disconfirm our a priori hypotheses about the factor structure and some of the findings of previous studies. This raises questions about the about the ontology of the latent dimensions of online service quality.
Tate, Mary; Hope, Beverley; Evermann, Joerg; and Barnes, Stuart, "Perceived Online Service Quality: Latent Dimensions and Ontological Implications" (2007). PACIS 2007 Proceedings. 92.