Measuring users' perceived portal service quality: An empirical study

被引:32
|
作者
Kuo, T [1 ]
Lu, IY [1 ]
Huang, CH [1 ]
Wu, GC [1 ]
机构
[1] Natl Sun Yat Sen Univ, Coll Management, Dept Business Management, Kaohsiung 80424, Taiwan
关键词
SERVQUAL; web portal service quality; e-commerce;
D O I
10.1080/14783360500053824
中图分类号
C93 [管理学];
学科分类号
12 ; 1201 ; 1202 ; 120202 ;
摘要
Portals can be used internally for companies to provide employees with streamlined access to corporate information resources. To deliver superior service quality, managers of companies with web presences must first understand how customers perceive and evaluate online service. Based on the SERVQUAL model, a multi-dimensional scale was developed to analyse user-perceived portal quality. The results found that customer satisfaction is related to four factors: ( 1) empathy, ( 2) ease of use, ( 3) information quality, and ( 4) accessibility. Users perceived service quality as the most effective indicator to model portal customer satisfaction. These findings will greatly improve the efficiency of business organizations and managers who actively seek ways to improve their service through web technology.
引用
收藏
页码:309 / 320
页数:12
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