Please use this identifier to cite or link to this item:
|Title:||Measuring web-based service quality|
|Source:||Li, Y.N., Tan, K.C., Xie, M. (2002-08). Measuring web-based service quality. Total Quality Management 13 (5) : 685-700. ScholarBank@NUS Repository. https://doi.org/10.1080/0954412022000002072|
|Abstract:||Since 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 development 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 international 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 providers and in the management of web-based services.|
|Source Title:||Total Quality Management|
|Appears in Collections:||Staff Publications|
Show full item record
Files in This Item:
There are no files associated with this item.
checked on Dec 7, 2017
WEB OF SCIENCETM
checked on Nov 23, 2017
checked on Dec 11, 2017
Items in DSpace are protected by copyright, with all rights reserved, unless otherwise indicated.