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Articles
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QICID: 20240
Title: SERVQUAL: Its Applicability in Electronic Commerce B2C
Copyright: 2005, ASQ
Author: Alzola, Lucia Melian; Robaina, Victor Padron
Organization: University of Las Palmas de Gran Canaria, Canary Islands, Spain
Subject: Customer supplier relationships,Customer surveys,E-commerce,Internet,Quality management (QM),Quality tools,World wide web (WWW);
Series: Quality Management Journal, Vol. 12, No. 4, October 2005, pp. 46-57
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Abstract: [This abstract is based on the authors' abstract.]The spread of new information and communication technologies has changed the economic methods of the marketplace. Electronic commerce business to customer (B2C) has contributed significantly to this scenario, and justifies studies aimed at deciphering the new parameters in quality management in the electronic age. The applicability of the SERVQUAL survey instrument in electronic commerce B2C is analyzed and compared. A theoretical scale to measure online quality is proposed that attempts to identify synergies between SERVQUAL and new scales on electronic commerce B2C.
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