E-service quality expectations: a case study

被引：41
作者：
van Riel, ACR [1 ]
Semeijn, J [1 ]
Janssen, W [1 ]
机构：
[1] Maastricht Univ, Fac Econ & Business Adm, Dept Mkt, NL-6200 MD Maastricht, Netherlands
来源：
TOTAL QUALITY MANAGEMENT & BUSINESS EXCELLENCE | 2003年 / 14卷 / 04期
关键词：
D O I：
10.1080/1478336032000047255
中图分类号：
C93 [管理学];
学科分类号：
12 ; 1201 ; 1202 ; 120202 ;
摘要：
The paper is based on an empirical investigation of the effects of customer disposition on two levels of expectations regarding e-service quality: adequate and desired quality. Previous research indicates that customers have distinct levels of expectations with respect to the quality they desire and the quality they will find adequate in a service. The difference between these two levels is known as the 'zone of tolerance'. To investigate quality expectations concerning online service offerings, a recent study on the effect of the disposition of a customer towards traditional services and the zone of tolerance was replicated in an online context. Results indicate that online customers have the smallest zone of tolerance for the two quality dimensions they find most important: security and reliability. Furthermore, positively predisposed online customers appear to be more demanding with respect to service quality. Implications for online service providers are formulated.
引用
收藏
页码：437 / 450
页数：14
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