The DOI matches its Crossref record; 2 of the 2 references it cites were found in a registry or an index.
Measuring web-based service quality
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.
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Cites
SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality
Parasuraman, A., Berry, L. L., & Zeithaml, V. A. (1988) · Zenodo · doi:10.5281/zenodo.14579729 · Cited by 21,118
A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions
Oliver, R. L. (1980) · Journal of Marketing Research · doi:10.1177/002224378001700405 · Cited by 14,494
Cited by
Can AI chatbots help retain customers? Impact of AI service quality on customer loyalty
Chen, Q., Lu, Y., Gong, Y., & Xiong, J. (2023) · Internet Research · doi:10.1108/intr-09-2021-0686 · Cited by 260
Determinants of service quality and continuance intention of online services: The case of eTax
Hu, P. J., Brown, S. A., Thong, J. Y. L., Chan, F. K. Y., & Tam, K. Y. (2009) · Journal of the American Society for Information Science and Technology · doi:10.1002/asi.20956 · Cited by 139
Do, Q. H., Kim, T. Y., & Wang, X. (2023) · Journal of Retailing and Consumer Services · doi:10.1016/j.jretconser.2022.103165 · Cited by 128
Electronic Banking Service Quality: Perception of Customers in the Greater Accra Region of Ghana
Tetteh, J. E. (2022) · Journal of Internet Commerce · doi:10.1080/15332861.2020.1870340 · Cited by 25
Metadata
- Authors
- Li, Y. N., Tan, K. C., & Xie, M.
- Venue
- Total Quality Management
- Publisher
- Informa UK Limited
- Published
- 2002-08
- Volume
- 13
- Issue
- 5
- Pages
- 685-700
- ISSN
- 0954-4127 (ISSN-L)
- 1360-0613
- OpenAlex
- W2033384279
- Cited by
- 310
- References
- 2
- FWCI
- 10.93
- Type
- journal article
- Language
- en
- Open access
- closed
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