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Dimensions of Service Quality in the Virtual World: Implications for Extranets
Abstract
The Internet has taken globalisation of the marketplace from hyperbole to present day reality. In this marketplace, information technology can be used to create and sustain competitive advantage. One such technology is the Extranet. Extranets are increasingly being used to add value in the virtual world through business-to-business information sharing and transaction handling. Yet there is limited research into perceptions of service quality when using Extranets. This paper relates the literature on service quality to the developing literature on Extranets. Five dimension of service quality from the physical world (Parasuraman, Zeithaml, and Berry, 1985) are applied to the virtual world of extranets. It is concluded that dimensions of quality in human-to-human interations may also apply to human-to-computer interactions, but that the factors which contribute to them may differ.
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