Applying Servqual to Web Sites: an Exploratory Study

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International Journal of Quality & Reliability Management
Emerald Article: Applying SERVQUAL to Web sites: an exploratory study Jos van Iwaarden, Ton van der Wiele, Leslie Ball, Robert Millen

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To cite this document: Jos van Iwaarden, Ton van der Wiele, Leslie Ball, Robert Millen, (2003),"Applying SERVQUAL to Web sites: an exploratory study", International Journal of Quality & Reliability Management, Vol. 20 Iss: 8 pp. 919 - 935 Permanent link to this document:

http://dx.doi.org/10.1108/02656710310493634
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Jos van Iwaarden, Ton van der Wiele, Leslie Ball, Robert Millen, (2003),"Applying SERVQUAL to Web sites: an exploratory study", International Journal of Quality & Reliability Management, Vol. 20 Iss: 8 pp. 919 - 935 http://dx.doi.org/10.1108/02656710310493634

Jos van Iwaarden, Ton van der Wiele, Leslie Ball, Robert Millen, (2003),"Applying SERVQUAL to Web sites: an exploratory study", International Journal of Quality & Reliability Management, Vol. 20 Iss: 8 pp. 919 - 935 http://dx.doi.org/10.1108/02656710310493634

Jos van Iwaarden, Ton van der Wiele, Leslie Ball, Robert Millen, (2003),"Applying SERVQUAL to Web sites: an exploratory study", International Journal of Quality & Reliability Management, Vol. 20 Iss: 8 pp. 919 - 935 http://dx.doi.org/10.1108/02656710310493634

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NEW RESEARCH

Applying SERVQUAL to Web
sites: an exploratory study

Applying
SERVQUAL

919

Jos van Iwaarden and Ton van der Wiele
Erasmus University Rotterdam, Rotterdam, The Netherlands, and

Leslie Ball and Robert Millen

Received August 2002
Revised December 2002
Accepted December 2002

Northeastern University, Boston, Massachusetts, USA
Keywords Worldwide Web, SERVQUAL, Electronic commerce
Abstract In an effort to identify the quality factors perceived to be most important in relation to the use of Web sites, a survey was undertaken. The questionnaire utilized was based on the SERVQUAL instrument that identifies five quality dimensions in service environments. The results indicate that the quality dimensions found applicable in the service sector are also applicable to Web sites. The items that have been identified as most important in relation to the quality of Web sites are tangibles (the appearance of the Web site, navigation, search options, and structure), reliability (the ability to judge the trustworthiness of...
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