DocumentCode
2410588
Title
E-Service Quality Research Based on Content Analysis Method
Author
Li Zhong ; Wang Xiao
Author_Institution
Bus. Shool, Nankai Univ., Tianjin, China
fYear
2010
fDate
7-9 May 2010
Firstpage
105
Lastpage
107
Abstract
Based on the review of the e-service quality research in web 2.0 environment. This paper explored current customer´s quality evaluation by utilizing the content analysis. The authors found that customers took much concern on the personal interaction and true information available when they evaluated the service quality of the web-site. Therefore, the paper pointed that the core task of the web-site is to keep on the information control and strengthen the function of personal interaction.
Keywords
Internet; Web sites; customer services; electronic commerce; Web 2.0; Web site; content analysis method; customer quality evaluation; e-service quality research; Book reviews; Business; Industries; Information systems; Internet; Psychology; Web sites; E-service quality; Web 2.0; personal interaction;
fLanguage
English
Publisher
ieee
Conference_Titel
E-Business and E-Government (ICEE), 2010 International Conference on
Conference_Location
Guangzhou
Print_ISBN
978-0-7695-3997-3
Type
conf
DOI
10.1109/ICEE.2010.34
Filename
5591390
Link To Document