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Y. N. LI

Measuring web-based service quality - Oxfordshire : Routledge, August 2002

Since the birth of the Internet, two-way communication via web-based exchanges has become increasingly popular in electronic transaction, publication, broadcasting, and other service applications. Based on an understanding of the attributes of the web-based service and its differences from traditional communication channels, this paper describes the developmetn of a conceptual framework to measure the web-based service quality using the SERVQUAL model as a starting point. An online survey was conducted to collect web-based service quality information from an internatinal customer's perspective. The results indicate a need to modify SERVQUAL to suit better the context of the web-based service. Several web-based service attributes and dimensions were identified. This information should be useful to web designers and service proiders and in the management of web-based services

Escola Nacional de Administração Pública

Escola Nacional de Administração Pública

Endereço:

  • Biblioteca Graciliano Ramos
  • Funcionamento: segunda a sexta-feira, das 9h às 19h
  • +55 61 2020-3139 / biblioteca@enap.gov.br
  • SPO Área Especial 2-A
  • CEP 70610-900 - Brasília/DF
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