A Study on the Applicability of Servqual Dimensions of Web Sites

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.

Keywords: E-Business; Web Quality Factors; Survey Research; SERVQUAL, customer satisfaction, organisational change, temporary employment agencies

JEL Classification: M, M10, L2, M19