SERVQUAL: Its Applicability in Electronic Commerce B2C

Topics:
Specifications and Control,
Total Quality Management
Tags:
B2C,
E-business/E-Commerce,
Electronic Commerce,
Internet,
Marketing,
Marketing Research
Source:
American Society for Quality

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Overview: The new economy, characterized by the increase and spread of new information and communication technologies in organizations, has changed the economic precepts established in the physical markets. Electronic commerce business to customer (B2C), which represents the company-customer electronic commerce mode, has contributed significantly to this fact. The fundamental proposal of this article is to analyze and compare the applicability of the SERVQUAL survey instrument, which is widely accepted in the literature on traditional service, in electronic commerce B2C.

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Format: PDF | Size: 148KB | Date: Sep 2005 | Pages: 12

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