【英文】世界计算机大会论文集 (87).pdf

Online Service Quality – Resolving the Paradox
A Lee GILBERT
Nanyang Business School
Singapore
E-mail: ******@
Abstract
This empirical study applies the SERVQUAL merce is narrowly defined as ‘buying
[Parasuraman et al 1985] model as a lens to explore
the following questions in measuring service quality in and selling of information, products and services via
online business-to-business applications: works’[Kalakota 1996], or as ‘a term
describing a variety of market transactions that are
VALIDITY: Is SERVQUAL useful for measuring enabled by information technology’, Applegate et al
service quality in this B-to-B context? [1996]. For the purpose of this paper, merce is
more broadly defined as work-enabled
STRUCTURE: How do the SERVQUAL model’s exchanges of value among technologically separate
dimensions apply to this context? entities, following Coase [1937]. This paper presents
the research methods and procedures, maps the
CONGRUENCE: Do service providers and customers findings back to the research questions, and
view quality the same way? discusses the implications of our findings for
stakeholders in the rapidly emerging business-to-
UNIVERSALITY: Do perceptions of B-to-B service business arena.
experiences vary across industries?
Ng (2000) surveyed a sample of 122 Singapore-based Measuring Service Quality works
Small and Medium Enter