Thirty years after the creation of the well-known SERVQUAL scale, the author returns to the initial light of the growing importance of technology in the context of service delivery. As more and more people are turning to the Internet to purchase goods and services, he and his colleagues have recognized the need to adapt the SERVQUAL framework to the realities of the online experience, specifically in the degree to which a measure website facilitates efficient and effective shopping, purchasing and delivery, in order to improve the quality of service sites. This led to the development of e-SERVQUAL index and preparation technology segment customers. As many companies move into new business, such as the integration of online and brick and mortar retail, you would do well to know what customers really value formats. Many companies, the author feels, attract new technologies to the extent that reduce costs or to collect large amounts of customer data, tend to pour into storage. This article shows how the evaluation of proven and tested tools can help give the efforts of your company’s services if necessary leadership and focus in this era of big data.
by
A Parasuraman
Source: IESE Insight Magazine
8 pages.
Release: June 15, 2013. Prod #: IIR099-PDF-ENG
Find gaps in services in the age of electronic commerce Solution Case
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