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

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

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...

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Bibliographic Details
Main Author: Ng, Shang Lim.
Other Authors: Nanyang Business School
Format: Theses and Dissertations
Language:English
Published: 2008
Subjects:
DRNTU::Business::International business::Retail::Computer networks
DRNTU::Business::Management::Quality control
Online Access:http://hdl.handle.net/10356/7583
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Institution: Nanyang Technological University
Language: English
Description
Summary: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 SERVQUAL model's dimensions apply to this context? CONGRUENCE: Do service providers and customers view quality the same way? UNIVERSALITY: Do perceptions of B-to-B service experiences vary across industries?

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