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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