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SERVQUAL: Its Applicability in Electronic Commerce B2C

Summary: [This abstract is based on the authors' abstract.]The spread of new information and communication technologies has changed the economic methods of the marketplace. Electronic commerce business to customer (B2C) has contributed significantly to this scenario, and justifies studies aimed at deciphering the new parameters in quality management in the electronic age. The applicability of the SERVQUAL survey instrument in electronic commerce B2C is analyzed and compared. A theoretical scale to measure online quality is proposed that attempts to identify synergies between SERVQUAL and new scales on electronic commerce B2C.

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