Measuring users' perceived portal service quality : An empirical study
By: KUO, Tsuang
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Contributor(s): LU, Iuan-yuan | HUANG, Chiung-hui | WU, Guo-chiang.
Material type: 
ArticlePublisher: UK : Routledge, May 2005Subject(s): SERVQUAL | Web portal service quality | Comércio EletrônicoTotal Quality Management & Business Excellence 16, 3, p. 309 - 320 Abstract: Portals can be used internally for companies to provide employees with streamlined access to corporate information resources. To deliver superior service quality, managers of companies with web presences must first understand how customers perceive and evaluate online service. Based on the SERVQUAL model, a multi-dimensional scale was developed to analyse user-perceived portal quality. The results found that customer satisfaction is related to four factors: (1) empathy, (2) ease of use, (3) information quality, and (4) accessibility. Users perceived service quality as the most effective indicator to model portal customer satisfaction. These findings will greatly improve the efficiency of business organizations and managers who actively seek ways to improve their service through web technology.
Portals can be used internally for companies to provide employees with streamlined access to corporate information resources. To deliver superior service quality, managers of companies with web presences must first understand how customers perceive and evaluate online service. Based on the SERVQUAL model, a multi-dimensional scale was developed to analyse user-perceived portal quality. The results found that customer satisfaction is related to four factors: (1) empathy, (2) ease of use, (3) information quality, and (4) accessibility. Users perceived service quality as the most effective indicator to model portal customer satisfaction. These findings will greatly improve the efficiency of business organizations and managers who actively seek ways to improve their service through web technology.
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