2002-07-08
A Study On The Applicability Of SERVQUAL Dimensions Of Web Sites
Publication
Publication
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.
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Erasmus Research Institute of Management | |
hdl.handle.net/1765/212 | |
ERIM Report Series Research in Management | |
Organisation | Erasmus Research Institute of Management |
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 |