Measuring electronic service quality gaps in the Australian wine industry
Date
2005
Authors
Davidson, R.
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Type:
Conference paper
Citation
CollECTeR Europe 2005, 12-13 June, 2005, 9p.
Statement of Responsibility
Robyn A Davidson
Conference Name
CollECTeR Europe (2005 : Furtwangen, Germany)
Abstract
It has been proposed that the elimination of electronic-service quality (e-SQ) gaps holds the key to a better website experience when dealing with organizations on-line. In turn, this leads to increased perceived e-SQ, perceived value, and importantly purchases and repurchases. In this paper a method of measuring e-SQ gaps is proposed. Regression and coefficient analysis are used to analyse data collected from the relevant entities to first determine the existence of e-SQ gaps and then to measure the size of the gaps. This innovative way of measuring e-SQ gaps was tested on a study of Australian wineries and found to be effective.
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PDF attached with permission from author