Web Survey Bibliography
Title An Assessment of Equivalence between Online and Mail Surveys in Service Research
Source Journal of Service Research, 8, 4, pp. 346-355
Access date 14.10.2005
Abstract This article examines whether online and mail surveys produce convergent results, which would allow them to be used in mixed-mode service quality studies. In the context of a large B2B service quality assessment, an analysis of the accuracy and completeness of respondent answers to both open and closed questions suggests that online and mail surveys produce equivalent results. Both the composite reliability and the average variance extracted show consistently high levels for both groups, and the means and variance–covariance matrices are equal across modes. However, minor differences occur between the two survey methods; online respondents provide more improvement suggestions, indicate more often to which competitor they want to switch, and provide lengthier answers in response to requests for examples of positive experiences with the company. This research thus provides important findings regarding the process for and results of comparing two survey modes.
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Year of publication2006
Bibliographic typeJournal article
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Web Survey Bibliography - de Ruyter, K. (10)
- Individual differences in motivation to participate in online panels; 2011; Bruggen, E., Wetzels, M., de Ruyter, K., Schillewaert, N.
- Comparing the Generalizability of Online and Mail Surveys in Cross-National Service Quality Research; 2006; Deutskens, E., de Jong, K., de Ruyter, K., Wetzels, M.
- An Assessment of Equivalence between Online and Mail Surveys in Service Research; 2006; Deutskens, E., de Ruyter, K., Wetzels, M.
- An assessment of measurement invariance between online and mail surveys ; 2005; Deutskens, E., de Ruyter, K., Wetzels, M.
- The Survey Participation Inventory: What Motivates Respondents to Participate in Online Panels?; 2005; Deutskens, E., de Ruyter, K., Wetzels, M.
- An Assessment of Measurement Invariance between Internet-Based and Traditional Paper-and-Pencil Surveys...; 2004; Deutskens, E., de Ruyter, K., Wetzels, M.
- Motivations underlying the intention to participate in Internet-based research; 2004; Deutskens, E., Wetzels, M., de Ruyter, K.
- Response Rate and Response Quality of Internet-Based Surveys: An Experimental Study; 2004; Deutskens, E., de Ruyter, K., Wetzels, M., Oosterveld, P.
- The Effect of Respondent and Technology Characteristics on the Intention to Participate in Internet-...; 2003; Deutskens, E., de Ruyter, K., Wetzels, M.
- From Paper-and-Pencil to Screen-and-Keyboard: An Empirical Assessment of Equivalence Issues in Internet...; 2002; Deutskens, E., de Ruyter, K., Wetzels, M.