Servqual Essay

A report on the applicability of SERVQUAL dimensions pertaining to web sites

Jos van Iwaarden and Bunch van welcher Wiele


ERIM Survey Series client name Publication Volume of pages Email corresponding author Address ERS-2002-61-ORG 2002 31 [email protected] eur. nl Erasmus Research Company of Administration (ERIM) Rotterdam School of Management as well as Faculteit Bedrijfskunde Rotterdam Institution of Economics / Faculteit Economische Wetenschappen Erasmus Universiteit Rotterdam S. O. Package 1738 3000 DR Rotterdam, The Netherlands Phone: Fax: Email: Internet: +31 10 408ps 1182 +31 10 408ps 9640 [email protected] eur. nl www.erim.eur.nl

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Subjective A survey has been undertaken amongst registrants of two educational institutions (Erasmus School Rotterdam, Holland, and Northeastern University Boston, USA) to analyze what top quality factors are perceived as significant in relation to their particular use of sites. The effects of the questionnaire survey happen to be analysed in relation to the five service quality (SERVQUAL) proportions (tangibles; trustworthiness; responsiveness; assurance; empathy) since developed by Zeithaml et approach [1]. There is proof that the same dimensions can be applied to E-Business, although the underlying aspects need to be specified inside the E-Business circumstance. Library of Congress 5001-6182 Business Classification 5546-5548. six Office Corporation and Supervision (LCC) 5548. 7-5548. 85 Industrial Mindset HD 66+ Quality Managing Journal of Economic M Business Government and Organization Economics Literature M twelve Business Operations: general (JEL) L2 Company Objectives, Corporation and Actions M 19 Business Government: Other Euro Business Colleges 85 A small business General Catalogue Group 100B Organization Theory (general) (EBSLG) 240 M Information Systems Management 260 G Quality management Gemeenschappelijke Onderwerpsontsluiting (GOO) Classification GOO 85. 00 Bedrijfskunde, Organisatiekunde: algemeen 85. 05 Administration organisatie: algemeen 85. '08 Organisatiesociologie, organisatiepsychologie 85. 12 Kwaliteitsmanagement Keywords GOO Bedrijfskunde / Bedrijfseconomie Organisatieleer, informatietechnologie, prestatiebeoordeling E-busienss, Kwaliteitszorg, Websites Free keywords E-Business; World wide web Quality Elements; Survey Research; SERVQUAL

A study on the applicability of SERVQUAL dimensions to get web sites Jos van Iwaarden and Load van der Wiele

Erasmus University Rotterdam, Room H15-28, PO Field 1738, 3000 DR Rotterdam, The Netherlands

Tel. +31 twelve 4081354, Fernkopie +31 10 4089169

Email-based: [email protected] eur. nl or [email protected] eur. nl

Fuzy: A study has been taken on amongst registrants of two colleges (Erasmus School Rotterdam, Holland, and Northeastern University Boston, USA) to examine what top quality factors are perceived as important in relation to all their use of websites. The benefits of the questionnaire survey will be analysed regarding the five service quality (SERVQUAL) sizes (tangibles; dependability; responsiveness; confidence; empathy) because developed by Zeithaml et al [1]. There is facts that the same dimensions are applicable to Elektronische geschaftsabwicklung, although the fundamental aspects have to be specified in the E-Business context.

Keywords: Elektronische geschaftsabwicklung; Web Top quality Factors; Survey Research; SERVQUAL


E-Business is one of the major buzzwords these days. In recent years a hoopla has been made around E-Business. Companies were considered to be hopelessly old fashioned in the event they did not spend a lot of euros on web sites and E-Business strategies. The companies in the " fresh economy" appeared to determine the continuing future of business. Funds for opportunities was practically freely readily available and earnings did not apparently matter to anybody (including...

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Tangibles Reliability Responsiveness Assurance Sympathy

Table 1: Overview of internet quality elements by author

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