Please use this identifier to cite or link to this item:
|Title:||Service quality measurement in the internet context: A proposed model|
|Keywords:||Customer satisfaction;Service quality;Internet-based Self-service technologies|
|Citation:||Proceedings of the European and Mediterranean Conference on Information Systems, Abu Dhabi, UAE, 12-13 April 2010|
|Abstract:||The survival of any organisation in a highly competitive environment depends on its ability to provide the best service quality to its existing customers as the quality of service is a key factor in the success of any organisation. It is well established that the measurement of service quality is an important procedure for the improvement of the success and performance of any organisation. Facts indicate that more attention is needed toward developing an industry-specific scale for measuring customer service quality within the still-developing sector of Internet-based self-service technologies. The main objectives of this research paper are two-fold; firstly, to review comprehensively previous and contemporary literature on service quality measurement and to discuss the key issues on the development of an industry-specific scale for measuring customer service quality in the specific context of Internet-based self-service technologies, secondly, to propose a conceptual model for service quality perceptions of Internet-based self-service technologies through identifying its key antecedents and consequences. The findings of this study will be significant for both scholars and practitioners in this area as it provides a deep understanding of the way customers evaluate services provided via self-service technologies.|
|Appears in Collections:||Business and Management|
Brunel Business School Research Papers
Items in BURA are protected by copyright, with all rights reserved, unless otherwise indicated.