Title :
E-Service Quality Research Based on Content Analysis Method
Author :
Li Zhong ; Wang Xiao
Author_Institution :
Bus. Shool, Nankai Univ., Tianjin, China
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;
Conference_Titel :
E-Business and E-Government (ICEE), 2010 International Conference on
Conference_Location :
Guangzhou
Print_ISBN :
978-0-7695-3997-3
DOI :
10.1109/ICEE.2010.34
