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Title:
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QUALITY MANAGEMENT IN ELECTRONIC COMMERCE B2C: WHAT IS THE ROLE OF SERVQUAL IN THE DIGITAL ECONOMY? |
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Author(s):
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Lucía Melián Alzola , Víctor Padrón Robaina |
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ISBN:
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972-98947-5-2 |
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Editors:
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Pedro Isaías, Piet Kommers and Maggie McPherson |
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Year:
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2004 |
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Edition:
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1 |
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Keywords:
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Servqual, electronic commerce B2C, quality, expectation. |
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Type:
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Full Paper |
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First Page:
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142 |
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Last Page:
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146 |
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Language:
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English |
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Cover:
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Full Contents:
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click to dowload 
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Paper Abstract:
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The 21st century has marked the transition from the traditional economy to the digital economy, which is basically
activated by the new information and communications technologies. This change has altered the theoretical and practical
precepts established in the relevant academic and professional literature as a lesson to be learnt by companies wishing to
reach a differential position in the market. At this point in time, we consider the extent to which the knowledge created
from the quality management theory must be reconfigured. Furthermore, this paper focuses its interest on analyzing the
role of the SERVQUAL scale in electronic commerce B2C (business to consumer), with the aim of establishing whether
its adoption is appropriate and, if not, its adaptation to the digital context. |
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