Consists of four dimensions for efficiency, fulfillment, reliability, and privacy. Efficiency refers to the ability of the customers to get to the Web site, find their desired product and associated information, and check out with minimal effort (Parasuraman, et al., 2005; Zeithaml, et al., 2000 , 2002 ). Fulfillment is comprised of accuracy of service promises, having products in stock, and delivering the products in the promised time (Parasuraman, et al., 2005; Zeithaml, et al., 2000 , 2002 ).
Published in Chapter:
Service Quality: Status and Research Directions
Sue Conger (University of Dallas, USA & Rhodes University, South Africa)
Copyright: © 2012
|Pages: 30
DOI: 10.4018/978-1-4666-0146-8.ch025
Abstract
Once a service is defined, its quality must also be defined. Many service quality measures from marketing, supply chain, and Information Systems have been formulated and tested over the last 50 years, developing generic user satisfaction measures. This research reviews the research from the three disciplines, developing directions for future research on service quality. Suggested future research directions include a more context-specific, medium-sensitized approach to services, that is able to measure not only human services but also co-produced and machine-produced services.