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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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

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spelling	sg-ntu-dr.10356-75832024-01-12T10:27:32Z Assessing extranet effectiveness : tools for managing the cost of quality. Ng, Shang Lim. Nanyang Business School DRNTU::Business::International business::Retail::Computer networks DRNTU::Business::Management::Quality control 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? Master of Business (By Research) 2008-09-18T07:47:48Z 2008-09-18T07:47:48Z 2000 2000 Thesis http://hdl.handle.net/10356/7583 en Nanyang Technological University 118 p. application/pdf
institution	Nanyang Technological University
building	NTU Library
continent	Asia
country	Singapore Singapore
content_provider	NTU Library
collection	DR-NTU
language	English
topic	DRNTU::Business::International business::Retail::Computer networks DRNTU::Business::Management::Quality control
spellingShingle	DRNTU::Business::International business::Retail::Computer networks DRNTU::Business::Management::Quality control Ng, Shang Lim. Assessing extranet effectiveness : tools for managing the cost of quality.
description	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?
author2	Nanyang Business School
author_facet	Nanyang Business School Ng, Shang Lim.
format	Theses and Dissertations
author	Ng, Shang Lim.
author_sort	Ng, Shang Lim.
title	Assessing extranet effectiveness : tools for managing the cost of quality.
title_short	Assessing extranet effectiveness : tools for managing the cost of quality.
title_full	Assessing extranet effectiveness : tools for managing the cost of quality.
title_fullStr	Assessing extranet effectiveness : tools for managing the cost of quality.
title_full_unstemmed	Assessing extranet effectiveness : tools for managing the cost of quality.
title_sort	assessing extranet effectiveness : tools for managing the cost of quality.
publishDate	2008
url	http://hdl.handle.net/10356/7583
_version_	1789483158746431488

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

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