Servqual
A study on the applicability of SERVQUAL dimensions for web sites
Jos van Iwaarden and Ton van der Wiele
ERIM REPORT SERIES RESEARCH IN MANAGEMENT
ERIM Report Series reference number Publication Number of pages Email address corresponding author Address ERS-2002-61-ORG 2002 31 vanderwiele@few.eur.nl Erasmus Research Institute of Management (ERIM) Rotterdam School of Management / Faculteit Bedrijfskunde Rotterdam School of Economics / Faculteit Economische Wetenschappen Erasmus Universiteit Rotterdam P.O.Box 1738 3000 DR Rotterdam, The Netherlands Phone: Fax: Email: Internet: +31 10 408 1182 +31 10 408 9640 info@erim.eur.nl www.erim.eur.nl
Bibliographic data and classifications of all the ERIM reports are also available on the ERIM website: www.erim.eur.nl
ERASMUS RESEARCH INSTITUTE OF MANAGEMENT REPORT SERIES RESEARCH IN MANAGEMENT
BIBLIOGRAPHIC DATA AND CLASSIFICATIONS
Abstract A survey has been undertaken amongst students of two universities (Erasmus University Rotterdam, The Netherlands, and Northeastern University Boston, USA) to study what quality factors are perceived as important in relation to their use of web sites. The results of the questionnaire survey are analysed in relation to the five service quality (SERVQUAL) dimensions (tangibles; reliability; responsiveness; assurance; empathy) as developed by Zeithaml et al [1]. There is evidence that the same dimensions are applicable to E-Business, although the underlying aspects have to be specified within the E-Business context. Library of Congress 5001-6182 Business Classification 5546-5548.6 Office Organization and Management (LCC) 5548.7-5548.85 Industrial Psychology HD 66+ Quality Management Journal of Economic M Business Administration and Business Economics Literature M 10 Business Administration: general (JEL) L2 Firm Objectives, Organization and Behaviour M 19 Business Administration: Other European Business Schools 85 A Business General Library Group 100B Organization Theory
Jos van Iwaarden and Ton van der Wiele
ERIM REPORT SERIES RESEARCH IN MANAGEMENT
ERIM Report Series reference number Publication Number of pages Email address corresponding author Address ERS-2002-61-ORG 2002 31 vanderwiele@few.eur.nl Erasmus Research Institute of Management (ERIM) Rotterdam School of Management / Faculteit Bedrijfskunde Rotterdam School of Economics / Faculteit Economische Wetenschappen Erasmus Universiteit Rotterdam P.O.Box 1738 3000 DR Rotterdam, The Netherlands Phone: Fax: Email: Internet: +31 10 408 1182 +31 10 408 9640 info@erim.eur.nl www.erim.eur.nl
Bibliographic data and classifications of all the ERIM reports are also available on the ERIM website: www.erim.eur.nl
ERASMUS RESEARCH INSTITUTE OF MANAGEMENT REPORT SERIES RESEARCH IN MANAGEMENT
BIBLIOGRAPHIC DATA AND CLASSIFICATIONS
Abstract A survey has been undertaken amongst students of two universities (Erasmus University Rotterdam, The Netherlands, and Northeastern University Boston, USA) to study what quality factors are perceived as important in relation to their use of web sites. The results of the questionnaire survey are analysed in relation to the five service quality (SERVQUAL) dimensions (tangibles; reliability; responsiveness; assurance; empathy) as developed by Zeithaml et al [1]. There is evidence that the same dimensions are applicable to E-Business, although the underlying aspects have to be specified within the E-Business context. Library of Congress 5001-6182 Business Classification 5546-5548.6 Office Organization and Management (LCC) 5548.7-5548.85 Industrial Psychology HD 66+ Quality Management Journal of Economic M Business Administration and Business Economics Literature M 10 Business Administration: general (JEL) L2 Firm Objectives, Organization and Behaviour M 19 Business Administration: Other European Business Schools 85 A Business General Library Group 100B Organization Theory
References: 18 Ranganathan and Ganapathy, 2002 Olsina et al., 1999 Bhatti et al., 2000 Madu and Madu, 2002 Zhang and von Dran, 2001 Zeithaml et al., 1990 Zeithaml, 2002 Fink and Laupase, 2000 Tangibles Reliability Responsiveness Assurance Empathy Table 1: Overview of web quality factors by author Cox and Dale, 2002 Aladwani and Palvia, 2002 Wan, 2000