Assessing extranet effectiveness : tools for managing the cost of quality.

• المؤلف الرئيسي: Ng, Shang Lim.
• مؤلفون آخرون: Nanyang Business School
• التنسيق: Theses and Dissertations
• اللغة: English
• منشور في: 2008
• الموضوعات: DRNTU::Business::International business::Retail::Computer networks; DRNTU::Business::Management::Quality control
• الوصول للمادة أونلاين: http://hdl.handle.net/10356/7583
• المؤسسة: Nanyang Technological University

This empirical study uses the SERVQUAL [Parasuraman et al 1985] model as an instrument to explore the following questions in measuring service quality in online business-to-business applications: UTILITY: Is SERVQUAL useful for measuring service quality in this B-to-B context? STRUCTURE: How do the...