A Study on the Applicability of Servqual Dimensions of Web Sites

29 Pages Posted: 26 Feb 2008

See all articles by Jos van Iwaarden

Jos van Iwaarden

Erasmus Research Institute of Management (ERIM)

Ton van der Wiele

Erasmus University Rotterdam (EUR) - Department of Economics; Erasmus Research Institute of Management (ERIM)

Date Written: August 2002 7,

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

Suggested Citation

van Iwaarden, Jos and van der Wiele, Ton, A Study on the Applicability of Servqual Dimensions of Web Sites (August 2002 7,). ERIM Report Series Reference No. ERS-2002-61-ORG, Available at SSRN: https://ssrn.com/abstract=1097854

Jos Van Iwaarden

Erasmus Research Institute of Management (ERIM) ( email )

P.O. Box 1738
Room H15-28
3000 DR Rotterdam
Netherlands
+31 10 408 1321 (Phone)
+31 10 408 9169 (Fax)

Ton Van der Wiele (Contact Author)

Erasmus University Rotterdam (EUR) - Department of Economics ( email )

P.O. Box 1738
3000 DR Rotterdam
Netherlands
+31 10 408 1354 (Phone)
+31 10 408 9169 (Fax)

Erasmus Research Institute of Management (ERIM)

P.O. Box 1738
3000 DR Rotterdam
Netherlands

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