Work

Analyzing e-service quality in service-based website by E-SERVQUAL

Year: 2012

Type: article

Abstract: Over the past two decades, two-way communication via web-based exchanges has been a popular method for different activities such as electronic transaction, publication, broadcasting, and other service applications.However, it is always necessary to measure the performance quality of web services using different technique such as e-SERVQUAL model.The proposed study of this paper uses this technique for measuring the quality of Iranian university e-services.The proposed study distributes a standard questionnaire among students who use this service through internet.The results indicate that only efficiency and online service quality in the eservice system are desirable.Managerial implications are represented.

Source: Management Science Letters

DOI: 10.5267/j.msl.2011.12.001

Authors: Babak Nemati, Hossein Gazor, Seyed Norollah MirAshrafi, Kianoush Nazari Ameleh

Institutions: Payame Noor University, Allameh Tabataba'i University, Islamic Azad University Roudehen Branch

Language: English

Topic: Customer Service Quality and Loyalty

Subfield: Organizational Behavior and Human Resource Management

Field: Business, Management and Accounting

Domain: Social Sciences

Open Access status: diamond

OpenAlex ID: W2160107409

FWCI: 5.183

Cites: 32

Cited by: 38

Related to: 10