Applying SERVQUAL to Web sites: an exploratory study

Jos van Iwaarden (Erasmus University Rotterdam, Rotterdam, The Netherlands, and)
Ton van der Wiele (Erasmus University Rotterdam, Rotterdam, The Netherlands)
Leslie Ball (Northeastern University, Boston, Massachusetts, USA)
Robert Millen (Northeastern University, Boston, Massachusetts, USA)

International Journal of Quality & Reliability Management

ISSN: 0265-671X

Publication date: 1 November 2003


In an effort to identify the quality factors perceived to be most important in relation to the use of Web sites, a survey was undertaken. The questionnaire utilized was based on the SERVQUAL instrument that identifies five quality dimensions in service environments. The results indicate that the quality dimensions found applicable in the service sector are also applicable to Web sites. The items that have been identified as most important in relation to the quality of Web sites are tangibles (the appearance of the Web site, navigation, search options, and structure), reliability (the ability to judge the trustworthiness of the offered service and the organization performing the service), responsiveness (the willingness to help customers and provide prompt service), assurance (the ability of the Web site to convey trust and confidence in the organisation behind it with respect to security and privacy), and empathy (the provision of caring, individualized attention to customers, including user recognition and customization).



van Iwaarden, J., van der Wiele, T., Ball, L. and Millen, R. (2003), "Applying SERVQUAL to Web sites: an exploratory study", International Journal of Quality & Reliability Management, Vol. 20 No. 8, pp. 919-935.

Download as .RIS




Copyright © 2003, MCB UP Limited

Please note you might not have access to this content

You may be able to access this content by login via Shibboleth, Open Athens or with your Emerald account.
If you would like to contact us about accessing this content, click the button and fill out the form.
To rent this content from Deepdyve, please click the button.