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|Title:||Assessing extranet effectiveness : tools for managing the cost of quality.||Authors:||Ng, Shang Lim.||Keywords:||DRNTU::Business::International business::Retail::Computer networks
|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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