Differentiating between service quality and relationship quality in cyberspace
Managing Service Quality: An International Journal
ISSN: 0960-4529
Article publication date: 1 June 2003
Abstract
The onset of Internet marketing is revolutionising marketing practice. Although growth in sales of goods and services online has been dramatic, very little research has addressed the factors that lead to the delivery of superior service and the creation of effective marketing relationships. This paper explores and defines two related constructs – service quality and relationship quality – to ascertain whether consumers can meaningfully distinguish between the constructs. The research uses focus groups and an online survey to address this issue. The paper finds that, although service quality and relationship quality are distinct constructs, they overlap in the area of personal interaction and problem solving. The key drivers for the delivery of superior service and the creation of an effective relationship are reliability and trust emanating from service quality and relationship quality respectively.
Keywords
Citation
Keating, B., Rugimbana, R. and Quazi, A. (2003), "Differentiating between service quality and relationship quality in cyberspace", Managing Service Quality: An International Journal, Vol. 13 No. 3, pp. 217-232. https://doi.org/10.1108/09604520310476481
Publisher
:MCB UP Ltd
Copyright © 2003, MCB UP Limited