A service quality framework for web-based information systems

Abstract

High quality customer service is the key to enhancing a company's competitiveness. The Internet provides a dynamic and distributed platform for interactive business applications. There is, however, an increasing need to develop a framework to identify elements of superior Web-based service quality, to measure online customer satisfaction, and to achieve a high level of service quality. This paper proposes a broad framework for web-based service quality measurement. It begins, by discussing issues related to measuring Web-based service quality. Variation among the myriad types of users is taken into account in developing the framework. The approach taken is one of developing better measures of marketing constructs. It is argued that the framework provides an effective procedure to assess web-based service quality.