Quality and effectiveness in Web-based customer support systems

被引：245

作者：

Negash, S

Ryan, T

Igbaria, M

机构：

[1] Claremont Grad Univ, Sch Informat Sci, Claremont, CA 91711 USA

[2] Chapman Univ, Argyros Sch Business & Econ, Orange, CA 92866 USA

来源：

INFORMATION & MANAGEMENT | 2003年 / 40卷 / 08期

关键词：

web-based systems; customer support; information quality; system quality; service quality; user satisfaction;

D O I：

10.1016/S0378-7206(02)00101-5

中图分类号：

TP [自动化技术、计算机技术];

学科分类号：

0812 ;

摘要：

The quality of a Web-based customer support system involves the information it supplies, the service it provides, and characteristics of the system itself; its effectiveness is reflected by the satisfaction of its users. This paper presents the results of a study of quality and effectiveness in Web-based customer support systems. Data from a survey of 726 Internet users were used to test theoretically expected relationships. The results of this study indicate that information and system quality determine effectiveness while service quality has no impact. Practical implications for managers and designers are offered. (C) 2002 Elsevier Science B.V. All rights reserved.

引用

页码：757 / 768

页数：12

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