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Title: A service quality framework for web-based information systems
Authors: Tan, K.C. 
Xie, M. 
Li, Y.N.
Keywords: Information systems
Service quality
User satisfaction
Issue Date: 2003
Citation: Tan, K.C.,Xie, M.,Li, Y.N. (2003). A service quality framework for web-based information systems. TQM Magazine 15 (3) : 164-172. ScholarBank@NUS Repository.
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.
Source Title: TQM Magazine
ISSN: 0954478X
DOI: 10.1108/09544780310469262
Appears in Collections:Staff Publications

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