The Electronic Journal of Information Systems Evaluation provides critical perspectives on topics relevant to Information Systems Evaluation, with an emphasis on the organisational and management implications
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Journal Article

Designing Measurement Tools to Improve Response Fluency and Certainty: The Case of Online Customer Satisfaction Evaluation  pp116-127

Alice Audrezet, Béatrice Parguel

© Nov 2017 Volume 20 Issue 2, Editor: Shaun Pather, pp59 - 147

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Online shopping development went hand in hand with online self‑administered customer satisfaction evaluation requirement. However, the specific context of online rating, without any face‑to‑face clarification, raises the question of accuracy and appropriateness of the chosen tool for respondents. To address this issue, this research proposes the new concept of “response fluency” to qualify the ease with which a question is processed. Applied to the Evaluative Space Grid, a new grid that has been proposed in psychology to measure overall evaluation, this research shows how response fluency mediates the influence of measurement tool design on response certainty. More specifically, it tests the effects of two alternative tool design formats (i.e., a reduction of the grid’s response cell number and the display of labels to the response cells) in terms of response fluency and certainty. Using a between‑subjects experiment, we show that the display of labels in the cells actually increases response fluency and, in turn, response certainty. By contrast, reducing the response cell number does not produce any effect. We contend that well‑designed measurement tools can make the process of responding more fluent and increase respondents’ subjective confidence in their capability of conveying their true evaluations. In the end, this work advocates for new research to design measurement tools likely to engage respondents when answering surveys and prevent dropout rates, which is especially challenging within self‑administered electronic settings.


Keywords: attitude certainty, processing fluency, web evaluation, online data collection, tool design, instrument


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Journal Issue

Volume 20 Issue 2 / Nov 2017  pp59‑147

Editor: Shaun Pather

View Contents Download PDF (free)



Keywords: information quality, system quality, service quality, satisfaction, high information intensity, banking sector, E-Supply Chain Coordination, SME Performance, Technology-Organization-Environment Framework, Resource-based View of the Firms, health information systems, information systems integration, interoperability, E-commerce, Jordan, Awareness, Payment, Partial Awareness, Full Awareness, Awareness of Products, Services, Awareness of Brand, Awareness of Delivery, E-commerce processes, Awareness evaluation, attitude certainty, processing fluency, web evaluation, online data collection, tool design, instrument, Networking Sites, Online Social Networking, Facebook, MySpace, Firm, Organization


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