Please use this identifier to cite or link to this item: http://hdl.handle.net/11455/42366
標題: Assessment of employees' perceptions of service quality and satisfaction with e-business
作者: 賴榮裕
Lai, J.Y.
關鍵字: e-business;enterprise applications;service quality;user satisfaction;confirmatory factor-analysis;user information satisfaction;computing;satisfaction;comparison standard;servqual scale;expectations;instrument;systems;reassessment;technology
Project: International Journal of Human-Computer Studies
期刊/報告no:: International Journal of Human-Computer Studies, Volume 64, Issue 9, Page(s) 926-938.
摘要: 
In a competitive environment of frequent and rapid change, electronic business (e-business), whose supply, production, and logistics and distribution networks are enabled digitally, is increasingly dependent on electronic interconnections that are innovative in their functionality. Conceivably, its ability to deliver functions and services is closely associated with and helpful for the completion of employees' tasks and jobs, leading to service quality being critically important for both the employees and e-business (EB). On the other hand, since EB utilizes enterprise applications, user satisfaction, as a surrogate measure of information system (IS) or information technology (IT) effectiveness/success is also important for enterprise applications success. Thus, this research attempts to extrapolate the results of marketing research concerning customers' perceptions of service quality and IS/IT research as to employees' perceptions of service quality with EB. First, we revise the SERVQUAL instrument to fit the new context of EB and measure employees' perceived service quality with EB. Based on a survey of 161 respondents practicing mostly in seven international electronic businesses in Taiwan, a 13-item EB-SERVQUAL instrument is proposed. This can be used to improve and diagnose the service quality of EB. Second, we examine user satisfaction with enterprise applications and its causal link in relation to service quality with EB. The instrument and our findings in this paper will be valuable to researchers and practitioners interested in designing, implementing, and managing EB. (c) 2006 Elsevier Ltd. All rights reserved.
URI: http://hdl.handle.net/11455/42366
ISSN: 1071-5819
DOI: 10.1016/j.ijhcs.2006.04.007
Appears in Collections:科技管理研究所

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