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Type: Conference paper
Title: Electronic Service Quality Gaps in the Australian Wine Industry
Author: Davidson, R.
Cooper, J.
Citation: 18th Bled eConference eIntegration in Actionm Bled, Slovenia, 6-8 June, 2005
Publisher: University of Maribor
Publisher Place: Maribor
Issue Date: 2005
Conference Name: Bled eConference (18th : 2005 : Bled, Slovenia)
Statement of
Robyn Davidson and Joan Cooper
Abstract: The wine industry is very important in Australia and the advent of e-commerce has presented the industry with new challenges. This is especially so for smaller wineries in order to reach a wider audience and secure a competitive advantage. The old adage ‘the customer is always right’ has never been more important, as the foundation stone upon which electronic service quality (e-SQ) lies is customer requirements. Zeithaml, Parasuraman, and Malhotra, (2002) claim that the elimination of e-SQ gaps will lead to customer satisfaction which results in increased perceived e-SQ, value, purchases and repurchases. This paper proposes a formal mathematical definition for e-SQ gaps and a statistical method of testing for the existence of such gaps. This method was applied to a study of Australian winery customers, managers, and websites and it was found that e-SQ gaps did exist. Hence, Australian wineries are not meeting customer website requirements. Further research is being conducted to determine the extent of, and contributing factors to, these e-SQ gaps.
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