000			01621naa a2200253uu 4500
001			6041711145421
003			OSt
005			20190211161025.0
008			060417s2006 xx ||||gr |0|| 0 eng d
100	1		_aKUO, Tsuang _924541
245	1	0	_aMeasuring users' perceived portal service quality : _bAn empirical study
260			_aUK : _bRoutledge, _cMay 2005
520	3		_aPortals 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.
650		4	_aSERVQUAL _924468
650		4	_aWeb portal service quality _924542
650		4	_aComércio Eletrônico _913427
700	1		_aLU, Iuan-yuan _924543
700	1		_aHUANG, Chiung-hui _924544
700	1		_aWU, Guo-chiang _924545
773	0	8	_tTotal Quality Management & Business Excellence _g16, 3, p. 309 - 320 _dUK : Routledge, May 2005 _xISSN 1478-3363 _w
942			_cS
998			_a20060417 _b1114^b _cNatália
998			_a20140814 _b0901^b _ckarina
999			_aConvertido do Formato PHL _bPHL2MARC21 1.1 _c15583 _d15583
041			_aeng