Please use this identifier to cite or link to this item: https://hdl.handle.net/10356/7583
Title: Assessing extranet effectiveness : tools for managing the cost of quality.
Authors: Ng, Shang Lim.
Keywords: DRNTU::Business::International business::Retail::Computer networks
DRNTU::Business::Management::Quality control
Issue Date: 2000
Abstract: This empirical study uses the SERVQUAL [Parasuraman et al 1985] model as an instrument to explore the following questions in measuring service quality in online business-to-business applications: UTILITY: Is SERVQUAL useful for measuring service quality in this B-to-B context? STRUCTURE: How do the SERVQUAL model's dimensions apply to this context? CONGRUENCE: Do service providers and customers view quality the same way? UNIVERSALITY: Do perceptions of B-to-B service experiences vary across industries?
URI: http://hdl.handle.net/10356/7583
Rights: Nanyang Technological University
Fulltext Permission: restricted
Fulltext Availability: With Fulltext
Appears in Collections:NBS Theses

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