@mastersthesis{iab_repo837,
           title = {SERVICE QUALITY OF E-COMMERCE SERVICE PROVIDERS},
            year = {1999},
          school = {Universiti Malaya},
          author = {Hong Ee},
        keywords = {SERVICE QUALITY OF E-COMMERCE SERVICE PROVIDERS},
             url = {http://eprints.iab.edu.my/v2/837/},
        abstract = {The main focus of the study is to measure service quality of electronic commerce (e-commerce) service providers as perceived by companies, enterprises, organisations or sole proprietors involved in e-commerce. This study employs the SERVQUAL instrument developed by Parasuraman, Zeithaml, and Berry (1988) to measure the dimensions of service quality and to identify the importance of the dimensions, for the purpose of understanding how clients of e-commerce service providers perceived services rendered to them. 
A survey was carried out on eighty seven e-merchants from various sectors of the economy comprising of sole proprietors, small, medium and large companies. 
The results of the study identified five dimensions, namely "Competency", "Knowing Customers' Needs", "Assurance", "Appropriate Technological Facilities", and "Customised Solutions". The study also found that the e-merchants surveyed were generally satisfied with the service quality of e-commerce service providers. Some recommendations that emerged from the study cover aspects concerning managerial implications and factors for promoting e-commerce.}
}