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A. van der Wiele (Ton) and J.D. van Iwaarden (Jos)

2002-07-08

A Study On The Applicability Of SERVQUAL Dimensions Of Web Sites

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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.

Additional Metadata
Keywords E-Business; Web Quality Factors; Survey Research; SERVQUAL, customer satisfaction, organisational change, temporary employment agencies
JEL Firm Objectives, Organization, and Behavior (jel L2), Business Administration and Business Economics; Marketing; Accounting (jel M), Business Administration: General (jel M10), Business Administration: Other (jel M19)
Publisher Erasmus Research Institute of Management
Persistent URL hdl.handle.net/1765/212
Series ERIM Report Series Research in Management
Rights Copyright 2002, T. van der Wiele, J. Iwaarden, This report in the ERIM Report Series Research in Management is intended as a means to communicate the results of recent research to academic colleagues and other interested parties. All reports are considered as preliminary and subject to possibly major revisions. This applies equally to opinions expressed, theories developed, and data used. Therefore, comments and suggestions are welcome and should be directed to the authors.
Organisation Erasmus Research Institute of Management
Citation
van der Wiele, T., & van Iwaarden, J. (2002). A Study On The Applicability Of SERVQUAL Dimensions Of Web Sites (No. ERS-2002-61-ORG). ERIM Report Series Research in Management. Retrieved from http://hdl.handle.net/1765/212
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