Microsoft Word Volume 2 Service and Service Quality Final docx



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Business service management service and service qu

REFERENCE DIMENSION 
DESCRIPTION
(van Riel, Semeijn,
& Janssen, 2003) 
User interface 
Covers overall design, ease of navigation, and overall 
ease of use (van Riel et al., 2003, p. 439) 
(SERVQUAL Tangibility) 
Reliability 
Covers currency and accuracy of product information
the technical functioning of the site, and the accuracy 
of execution of service promises (van Riel et al., 
2003, p. 439) 
Security 
Transactions security and “protection of personal 
information and privacy” (van Riel et al., 2003, p. 439) 
(SERVQUAL Assurance) 
Customisation 
“Adapting 
and 
personalizing the service to individual 
preferences” (van Riel et al., 2003, p. 439) 
(SERVQUAL Empathy) 
Responsiveness 
“Sending a timely response to e-mail requests or 
complaints, and confirmations of orders” (van Riel et 
al., 2003, p. 439) 
REFERENCE DIMENSION 
DESCRIPTION
eTailQ (Wolfinbarger 
& Gilly, 2003) 
Fulfilment/reliability 
“(a) the accurate display and description of a product 
so that what customers receive is what they thought 
they ordered, and (b) delivery of the right product 
within the time frame promised.” (Wolfinbarger & 
Gilly, 2003, p. 193) 
Website design 
“Includes all elements of the consumer’s experience 
at the website (except for customer service), 
including navigation, information search, order 
processing, appropriate personalization and product 
selection.” (Wolfinbarger & Gilly, 2003, p. 193) 
Customer service 
“Responsive, helpful, willing service that responds to 
customer inquiries quickly” (Wolfinbarger & Gilly, 
2003, p. 193) 
Security/privacy 
“Security of credit card payments and privacy of 
shared information” (Wolfinbarger & Gilly, 2003, p. 
193) 


Business Service Management White Paper - Volume 2 
Page 39 of 46 

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