Measuring web-based service quality
By: Y. N. LI
.
Contributor(s): K.C.TAN | M. XIE.
Material type: 
ArticlePublisher: Oxfordshire : Routledge, August 2002Total Quality Management 13, 5, p. 685-700Abstract: 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
| Item type | Current location | Collection | Call number | Status | Date due | Barcode |
|---|---|---|---|---|---|---|
| Periódico | Biblioteca Graciliano Ramos | Periódico | Not for loan |
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
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