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A Study On The Applicability Of SERVQUAL Dimensions Of Web Sites

Author

Listed:
  • van der Wiele, A.
  • van Iwaarden, J.D.

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.

Suggested Citation

  • van der Wiele, A. & van Iwaarden, J.D., 2002. "A Study On The Applicability Of SERVQUAL Dimensions Of Web Sites," ERIM Report Series Research in Management ERS-2002-61-ORG, Erasmus Research Institute of Management (ERIM), ERIM is the joint research institute of the Rotterdam School of Management, Erasmus University and the Erasmus School of Economics (ESE) at Erasmus University Rotterdam.
    • Handle: RePEc:ems:eureri:212
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    More about this item

    Keywords

    E-Business; Web Quality Factors; Survey Research; SERVQUAL; customer satisfaction; organisational change; temporary employment agencies;
    All these keywords.

    JEL classification:

    • L2 - Industrial Organization - - Firm Objectives, Organization, and Behavior
    • M - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics
    • M10 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration - - - General
    • M19 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration - - - Other

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