A Study On The Applicability Of SERVQUAL Dimensions Of Web Sites
AbstractA survey has been undertaken amongst students of two universities (Erasmus University Rotterdam, The Netherlands, and Northeastern University Boston, USA) to study what quality factors are perceived as important in relation to their use of web sites. The results of the questionnaire survey are analysed in relation to the five service quality (SERVQUAL) dimensions (tangibles; reliability; responsiveness; assurance; empathy) as developed by Zeithaml et al . There is evidence that the same dimensions are applicable to E-Business, although the underlying aspects have to be specified within the E-Business context.
Download InfoIf you experience problems downloading a file, check if you have the proper application to view it first. In case of further problems read the IDEAS help page. Note that these files are not on the IDEAS site. Please be patient as the files may be large.
Bibliographic InfoPaper provided by Erasmus Research Institute of Management (ERIM), ERIM is the joint research institute of the Rotterdam School of Management, Erasmus University and the Erasmus School of Economics (ESE) at Erasmus University Rotterdam. in its series Research Paper with number ERS-2002-61-ORG.
Date of creation: 08 Jul 2002
Date of revision:
Contact details of provider:
Web page: http://www.erim.eur.nl/
organisational change; customer satisfaction; E-Business; Web Quality Factors; Survey Research; SERVQUAL; temporary employment agencies;
You can help add them by filling out this form.
reading list or among the top items on IDEAS.Access and download statisticsgeneral information about how to correct material in RePEc.
For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: (ERIM Series Handler at the ERIM Office).
If references are entirely missing, you can add them using this form.