000			01500naa a2200205uu 4500
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003			OSt
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008			021121s2002 xx ||||gr |0|| 0 eng d
100	1		_aY. N. LI _911499
245	1	0	_aMeasuring web-based service quality
260			_aOxfordshire : _bRoutledge, _cAugust 2002
520	3		_aSince 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
700	1		_aK.C.TAN _917848
700	1		_aM. XIE _917849
773	0	8	_tTotal Quality Management _g13, 5, p. 685-700 _dOxfordshire : Routledge, August 2002 _xISSN 09544127 _w
942			_cS
998			_a20021121 _bLucima _cLucimara
998			_a20101029 _b1135^b _cCarolina
999			_aConvertido do Formato PHL _bPHL2MARC21 1.1 _c8674 _d8674
041			_aeng