Measuring e-Service Quality of B2C website: e-SERVQUAL Perspective

• Main Authors: Shih, Suming, 施素明
• Other Authors: Fang, Wenchang
• Format: Others
• Language: zh-TW
• Published: 2005
• Online Access: http://ndltd.ncl.edu.tw/handle/51582251390303104020

碩士 === 國立臺北大學 === 企業管理學系 === 93 === Studies have focused on service quality more than twenty years. Parasuraman et al. proposed the framework of service quality in 1985, and developed the "SERVQUAL" scale for measuring service quality in 1988. In recent years, research workers had different contention about service quality measurement. After Parasuraman et al. refined the "SERVQUAL" scale in 1991 and 1994, it was the most popular tool to measuring the service quality. As Internet matures, the amount of e-commerce investment continues to reach new highs. Most websites in the market are still searching for better and more effective ways to manage their business and to provide better service for their customers. The discussion on service quality delivered through web site - called "e-service quality" (eSQ), has been made "a lot of ink", but little is known about it measured in the present. Zeithaml et al. proposed the framework of "e-service quality"(eSQ)– e-SERVQUAL in 2002. The "e-service quality" is composed of "efficiency", "reliability", "fulfillment", "privacy/security", "responsiveness", "compensation", and "contact". In the study, we developed the scale according as “e-SERVQUAL” to measuring "e-service quality". The reliability and validity of scale are both very good after verified. Furthermore, we proposed a multi-layer model of "e-service quality" and verified it. The result indicated that our perspective were supported. About "the zone of tolerance" analysis, customers didn't bear any tolerance in "Privacy/security". From the item view, customer didn't bear any tolerance of personal information protection or "acknowledge mail" for transaction. The purpose of this study is providing suggestions that can help improve the service quality of ".com business".