Applying servqual to web sites an

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The Emerald Research Register for this journal is available at http: The results indicate that the quality dimensions found applicable in the service sector are also applicable to Web sites. The items that have been identi? Introduction In the early s three technologies communications speed, memory capacity, and computer speed were rapidly growing in terms of capabilities they had for over 20 years.

However, their combined S-curve growths suddenly enabled one of the greatest technology revolutions ever seen — the explosion of the Internet. Originally designed as an information conduit, entrepreneurs soon saw the great power of a selling channel that enabled browsing, selecting, and buying without leaving the comfort of the home.

Businesses realized that they could interact directly with other businesses over the Internet, as well. Additionally, government agencies caught on and began delivering services online, collecting payments for licenses and taxes, providing information, etc.

The history of this explosion is well documented as both computer and Internet use have increased substantially in the past few years US Department of Commerce, Since computer use has grown at a rate of 5.

Internet use has grown at a rate of 20 percent per year sinceand in the 13 months prior to the September survey by the US Department of Commerce, over 26 million more Americans went online. The authors are thankful to all anonymous referees for their valuable comments.

Subsequently, many of those companies are now gone as witnessed by the huge number of bankruptcies Baldwin, Different experts might de? Various parties have forecast different results. However, this accounts for only 2 percent of the overall retail spending.

CiteSeerX — Applying SERVQUAL to Web

It has been predicted that this share will grow by about three-tenths of a percentage point each year through at leastmarking a slow but steady climb. The value of the Internet goes beyond adding another selling channel. Companies that retained customers exhibited traits of reliable basic operational execution.

Their sites downloaded quickly; they responded to customer queries quickly; they delivered more than 95 percent of their orders on time; and they made it easy for customers to return or exchange purchases.Studies in Business and Economics.

Applying Servqual to Web Sites: an Exploratory Study - Research Paper Example : benjaminpohle.com

APPLYING SERVQUAL TO BANKING SERVICES: AN EXPLORATORY STUDY IN MOROCCO ECHCHABI Abdelghani . The questionnaire utilized was based on the SERVQUAL instrument that identifies five quality dimensions in service environments.

Applying servqual to web sites an

The results indicate that the quality dimensions found applicable in the service sector are also applicable to Web sites. Applying SERVQUAL to web sites: An exploratory study. International Journal of Quality and Reliability Management, 20(8), – Google Scholar, Crossref.

Applying servqual to web sites an

In an effort to identify the quality factors perceived to be most important in relation to the use of Web sites, a survey was undertaken. The questionnaire utilized was based on the SERVQUAL.

Thus, it is very important Applying SERVQUAL IJQRM 20,8 for organizations to have a Web site that is quick, but on the other hand users expect Web sites to be visually appealing. As the number and size of animations, pictures and sounds increase to make a Web page more visually appealing, the time it takes to download that Web page will.

In an effort to identify the quality factors perceived to be most important in relation to the use of Web sites, a survey was undertaken. The questionnaire utilized was based on the SERVQUAL.

RePub, Erasmus University Repository: Applying SERVQUAL to Web sites: An exploratory study