Servqual

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A study on the applicability of SERVQUAL dimensions for web sites

Jos van Iwaarden and Ton van der Wiele

ERIM REPORT SERIES RESEARCH IN MANAGEMENT
ERIM Report Series reference number Publication Number of pages Email address corresponding author Address ERS-2002-61-ORG 2002 31 vanderwiele@few.eur.nl Erasmus Research Institute of Management (ERIM) Rotterdam School of Management / Faculteit Bedrijfskunde Rotterdam School of Economics / Faculteit Economische Wetenschappen Erasmus Universiteit Rotterdam P.O.Box 1738 3000 DR Rotterdam, The Netherlands Phone: Fax: Email: Internet: +31 10 408 1182 +31 10 408 9640 info@erim.eur.nl www.erim.eur.nl

Bibliographic data and classifications of all the ERIM reports are also available on the ERIM website: www.erim.eur.nl

ERASMUS RESEARCH INSTITUTE OF MANAGEMENT REPORT SERIES RESEARCH IN MANAGEMENT

BIBLIOGRAPHIC DATA AND CLASSIFICATIONS
Abstract A 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 [1]. 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. Library of Congress 5001-6182 Business Classification 5546-5548.6 Office Organization and Management (LCC) 5548.7-5548.85 Industrial Psychology HD 66+ Quality Management Journal of Economic M Business Administration and Business Economics Literature M 10 Business Administration: general (JEL) L2 Firm Objectives, Organization and Behaviour M 19 Business Administration: Other European Business Schools 85 A Business General Library Group 100B Organization Theory (general) (EBSLG) 240 B Information Systems Management 260 G Quality management Gemeenschappelijke Onderwerpsontsluiting (GOO) Classification GOO 85.00 Bedrijfskunde, Organisatiekunde: algemeen 85.05 Management organisatie: algemeen 85.08 Organisatiesociologie, organisatiepsychologie 85.12 Kwaliteitsmanagement Keywords GOO Bedrijfskunde / Bedrijfseconomie Organisatieleer, informatietechnologie, prestatiebeoordeling E-busienss, Kwaliteitszorg, Websites Free keywords E-Business; Web Quality Factors; Survey Research; SERVQUAL

A study on the applicability of SERVQUAL dimensions for web sites Jos van Iwaarden and Ton van der Wiele
Erasmus University Rotterdam, Room H15-28, PO Box 1738, 3000 DR Rotterdam, The Netherlands

Tel. +31 10 4081354, Fax +31 10 4089169

E-mail: vaniwaarden@few.eur.nl or vanderwiele@few.eur.nl

Abstract: A 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 [1]. 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.

Keywords: E-Business; Web Quality Factors; Survey Research; SERVQUAL

1. INTRODUCTION
E-Business is one of the major buzzwords these days. In recent years a hype has been created around E-Business. Companies were considered to be hopelessly old fashioned if they did not spend millions of euros on web sites and E-Business strategies. The companies of the "new economy" seemed to determine the future of business. Money for investments was almost freely available and profits did not seem to matter to anybody (including...
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