Template-Type: ReDIF-Paper 1.0
Author-Name: van der Wiele, A.
Author-Name-Last: van der Wiele
Author-Name-First: Ton
Author-Person: pva48
Author-Name: van Iwaarden, J.D.
Author-Name-Last: van Iwaarden
Author-Name-First: Jos
Author-Person: pva37
Title: A Study On The Applicability Of SERVQUAL Dimensions Of Web Sites
Abstract: 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.
Creation-Date: 2002-07-08
File-URL: https://repub.eur.nl/pub/212/erimrs20020708132000.pdf
File-Format: application/pdf
Series: RePEc:ems:eureri
Number: ERS-2002-61-ORG
Classification-JEL: L2, M, M10, M19
Keywords: E-Business; Web Quality Factors; Survey Research; SERVQUAL, customer satisfaction, organisational change, temporary employment agencies
Handle: RePEc:ems:eureri:212