A Study On The Applicability Of SERVQUAL Dimensions Of Web Sites
2002-07-08
Research Paper
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A survey has been undertaken amongst students of two universities (Erasmus University Rotterdam, The Netherlands, and Northeastern University Boston, USA) to study what quality factors are perceived as important in relation to their use of web sites. The results of the questionnaire survey are analysed in relation to the five service quality (SERVQUAL) dimensions (tangibles; reliability; responsiveness; assurance; empathy) as developed by Zeithaml et al [1]. There is evidence that the same dimensions are applicable to E-Business, although the underlying aspects have to be specified within the E-Business context.
Keywords
- organisational change
- customer satisfaction
- E-Business; Web Quality Factors; Survey Research; SERVQUAL
- temporary employment agencies
Classifications using
Journal of Economic Literature (JEL) Classification System
- M : Business Administration and Business Economics; Marketing; Accounting
- L2 : Firm Objectives, Organization, and Behavior
- M10 : Business Administration: General
- M19 : Business Administration: Other
Automatically Extracted Terms
- factor
- quality
- customer
- web sites
- web site
- company
- aspect
- web quality factors
- table
- service
- servqual
- internet
- information
- research
- e-busines
- management
- reliability
- servqual scale
- servqual factors
- satisfaction
