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Applying Servqual to Web Sites: an Exploratory Analyze

International Log of Top quality & Reliability Management

Emerald green Article: Making use of SERVQUAL to Web sites: an exploratory research Jos truck Iwaarden, Ton van der Wiele, Leslie Ball, Robert Millen

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To cite this kind of document: Jos van Iwaarden, Ton vehicle der Du?o, Leslie Ball, Robert Millen, (2003), " Applying SERVQUAL to Web sites: an exploratory study", Worldwide Journal of Quality & Reliability Administration, Vol. 20 Iss: almost 8 pp. 919 - 935 Permanent connect to this record:

http://dx.doi.org/10.1108/02656710310493634

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Jos van Iwaarden, Ton truck der Du?o, Leslie Ball, Robert Millen, (2003), " Applying SERVQUAL to Web sites: an educational study", Worldwide Journal of Quality & Reliability Administration, Vol. twenty Iss: eight pp. 919 - 935 http://dx.doi.org/10.1108/02656710310493634

Jos van Iwaarden, Ton vehicle der Wiele, Leslie Ball, Robert Millen, (2003), " Applying SERVQUAL to Web sites: an educational study", Intercontinental Journal of Quality & Reliability Supervision, Vol. 20 Iss: almost eight pp. 919 - 935 http://dx.doi.org/10.1108/02656710310493634

Jos van Iwaarden, Ton truck der Wiele, Leslie Ball, Robert Millen, (2003), " Applying SERVQUAL to Web sites: an educational study", International Journal of Quality & Reliability Managing, Vol. twenty Iss: 8 pp. 919 - 935 http://dx.doi.org/10.1108/02656710310493634

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NEW STUDY

Applying SERVQUAL to Web

sites: a great exploratory study

Applying

SERVQUAL

919

Jos van Iwaarden and Ton van jeder Wiele

Erasmus University Rotterdam, Rotterdam, The Netherlands, and

Leslie Ball and Robert Millen

Received Aug 2002

Modified December 2002

Accepted January 2002

Northeastern University, Boston, Massachusetts, USA

Keywords Net, SERVQUAL, Electronic digital commerce

Fuzy In an effort to recognize the quality elements perceived to become most important with regards to the use of Internet sites, a study was performed. The set of questions utilized was based on the SERVQUAL instrument that identifies five quality dimensions operating environments. The results indicate that the top quality dimensions located applicable inside the service sector are also appropriate to Websites. The items that have been identified as most important with regards to the quality of Websites are tangibles (the overall look of the Web site, navigation, search options, and structure), stability (the capacity to judge the trustworthiness of...

Details: Jos vehicle Iwaarden, Lot van der Wiele, Leslie Ball, Robert Millen, (2003), " Applying SERVQUAL to Web sites: an exploratory study",

International Journal of Quality & Dependability Management, Volume

http://dx.doi.org/10.1108/02656710310493634

Jos van Iwaarden, Ton truck der Wiele, Leslie Ball, Robert Millen, (2003), " Applying SERVQUAL to Web sites: an exploratory study",

Jos van Iwaarden, Ton van der Du?o, Leslie Ball, Robert Millen, (2003), " Applying SERVQUAL to Web sites: an disovery study",

International Journal of Quality & Reliability Managing, Vol

of Commerce, 2002). Since 1997 laptop use has exploded at a rate of 5. three or more percent

on an annualized basis

Vol. twenty No . eight, 2003

pp

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