|
Microsoft Word Volume 2 Service and Service Quality Final docxAppendix B - Electronic Service Quality ModelsBusiness service management service and service quAppendix B - Electronic Service Quality Models
REFERENCE DIMENSION
DESCRIPTION
(Santos, 2003)
Incubative Dimension
“The proper design of a web site, how technology is
used to provide consumers with easy access,
understanding and attractions of a web site. The
majority of elements in the incubative dimension can
be developed before a web site is launched.”
(Santos, 2003, p. 238)
Ease of use
“How easy the web site is for customers to conduct
external search in cyberspace and internal navigation
and search within the web site. External search refers
to the extent to which customers can easily find the
web site on the worldwide web.” (Santos, 2003, p.
239)
Appearance
“The proper use of colour, graphics, images, and
animations, together with the appropriate size of the
web pages” (Santos, 2003, p. 239)
Linkage
“The number and quality of links that a web site
offers” (Santos, 2003, p. 240)
Structure & Layout
“The organisation and presentation of a web site's
content and information” (Santos, 2003, p. 240)
Content
“The presentation and layout of factual information
and functions on a web site” (Santos, 2003, p. 240)
Active Dimension
“The good support, fast speed, and attentive
maintenance that a web site can provide to its
customers.” “the active dimension must be achieved
consistently throughout the period that a web site
remains active.” (Santos, 2003, p. 241)
Reliability
“The ability to perform the promised service
accurately and consistently, including frequency of
updating the web site, prompt reply to customer
enquiries, and accuracy of on-line purchasing and
billing” (Santos, 2003, p. 241)
Efficiency
“The speed of downloading, search, and navigation”
(Santos, 2003, p. 241)
Support
“The technical help, user guidelines, and personal
advice available to customers from a web site”
(Santos, 2003, pp. 241-242)
Communication
“Keeping customers properly informed and
communicating with them in language they can
understand. Communication in e-service consists of
online communication (e-mails and chat rooms) and
traditional communication methods (telephone, fax,
and postal mail)” (Santos, 2003, p. 242)
Security
“Freedom from danger, risk, or doubt (including
financial insecurity) during the service process.”
(Santos, 2003, p. 242)
Incentive
“The encouragement given by web providers to
consumers to browse and use the web site, including
rewards for doing so.” (Santos, 2003, p. 242)
Business Service Management White Paper - Volume 2
Page 38 of 46
Dostları ilə paylaş: |
|
|