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

• 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
• Institution: 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...