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This paper evaluates corporation e-commerce website and how it delivers the five dimension of service quality developed by Parasuraman et al (1988), namely, tangibles, reliability, responsiveness, assurance and empathy.

Extracts from this document...

Introduction

Assessment Task Cover Sheet Personal details Individual Assignment Group Assignment Student 1 Name Hoh Soon Cheong, Kent Student ID No. 1022039 Student 2 Name Student ID No. Student 3 Name Student ID No. Student 4 Name Student ID No. Student 5 Name Student ID No. Course details Course Code and Title INF702 (Electronic Commerce) Course Coordinator's Name Mr. Stiller Marker's Name Mr. Suria Assessment details Assessment Type/Number Case Study 1: E-Commerce Service Quality Date Due 21 January 2005 Date Submitted 10 January 2005 Declaration I declare that this assessment item is my own (individual)/our own (group) work unless otherwise acknowledged. I acknowledge that the assessor of this assessment item may, for the purpose of assessing this assessment item: * reproduce this assessment item and provide a copy to another member of the Faculty, and/or * Submit this assessment item to other forms of plagiarism checking. Signature/s Date 10 January 2005 Current address 186A, Rivervale Drive #07-828, Singapore 541186 E-Commerce Service Quality Executive Summary Today it is possible to deliver service in a virtual world with very little or no human interaction. This paper evaluates corporation e-commerce website and how it delivers the five dimension of service quality developed by Parasuraman et al (1988), namely, tangibles, reliability, responsiveness, assurance and empathy. Websites of Valuair and Dell Singapore are being reviewed for this purpose of this paper. The paper also evaluates the company's response to email enquiries. Table of Contents Executive Summary 3 Table of Contents 4 Introduction 5 Company Background 5 Five Dimensions of Service Quality 6 Conclusion 12 References: 13 Appendix 1 14 Appendix 2 16 Appendix 3 18 Appendix 4 21 Introduction Today many businesses have been extended or invented in the virtual environment. From pure online sales with little or no service content such as selling of CDs, to pure delivery of service like selling research information, these businesses are working hard to ensure excellence service quality to attract and retain customers. ...read more.

Middle

& Berry L. (1988), SERVQUAL: A multi-item scale for measuring consumer perceptions of service quality, Journal of Marketing,, 64, pp 12-40 Schubert, P. & Selz, D. (2001) "Measuring the effectiveness of e-commerce Web sites". IN: Barnes, S. Hunt, B. eds. E-commerce & V-Business. Oxford, Butterworth Heinemann. pp. 83-102. Turban, E. & Gehrke, D. (2000) "Determinants of e-commerce website". Human Systems Management. 19, pp. 111-120. Von Dran, G.M., Zhang, P., & Small, R. (1999) "Quality Websites, An application of the Kano model of Website Desing". IN: Haseman,W. D. & Nazareth, D.L. eds. Proceedings of the Fifth AMCIS. August, 13-15: Association for Information Systems, 898-901. Voss A Chris, 2002, "Rethinking Paradigms of Service - Service in Virtual Environmen", International Journal of Operation and Production Management, London business School, UK Young, D. & Benamati, J. (2000) "Differences in public web sites: The current state of large U.S. Firms". Journal of Electronic Commerce Research. 1(3). Zhang, X. Keeling, K. & Pavur, R. (2000) "Information quality of Commercial website home pages: An explorative analysis". In the Proceeding of ICIS, 10-12 December 2000, Brisbane, Australia. Appendix 1 Print - Close Window Subject: CE/SG/34061/05/05 Date: Mon, 3 Jan 2005 12:04:55 +0800 From: APCustServ@Dell.com To: hsckent@yahoo.com, Cindy_Lee@Dell.com *** Please do not change the subject title for fast and easy tracking.*** Dear Kent, Good day and thank you for reaching us at Dell Asia Pacific Customer Center (Dell APCC) via website. Your feedback and comments are important to us. We are pleased to acknowledge that your inquiry has been logged with us with the Ref:CE/SG/34061/05/05. Your enquiry will be channeled to qualified personnel to assist you better. The respective personnel will be contacting you shortly. Should you require further assistance, please do not hesitate to Contact us. Once again thank you for your feedback and it is indeed a great Pleasure serving you. Have a pleasant day! Yours truly, Jessica Ho (ApCustServ) Dell Customer Care Email: apcustserv@dell.com <<mailto:apcustserv@dell.com>> URL : <http://www.dell.com/ap> -----Original Message----- From: hsckent@yahoo.com [mailto:hsckent@yahoo.com] Sent: Sunday, January 02, 2005 11:21 AM ...read more.

Conclusion

Dell is not responsible for the privacy practices of the Web sites that it does not operate. Some parts of the Web site are animated using downloadable applications with Macromedia's Shockwave/Flash. We also may make video available through RealNetwork's Media-Player, and use the video hosting services of Broadcast.com. Futures-Careers, Macromedia, RealNetworks, and Broadcast.com operate under their own privacy and security policies, and the way they may collect and use information can be further evaluated at: www.macromedia.com, www.realnetworks.com, and www.broadcast.com,. Contact Dell Dell is the sole operator of the Dell Web sites. If you would like to contact us for any reason regarding our privacy practices, please write to us at the following address: Dell Singapore Pte Ltd Attention: Privacy Steward 180 Clemenceau Avenue #06-01 Haw Par Center Singapore 239922 You may also click here and fill out the e-mail form: "Dell Privacy Policy Information Feedback/Request". Dell wants to help you keep your personal information accurate To update your individual information that has been stored, please visit the Dell Subscription Center section of the Dell website. You can request or update your individual information, that Dell has collected, by submitting a request here or simply phone a Dell customer support representative. Changes to the Policy Privacy Statement Effective Date: June 30, 2004 Material changes to this policy will be posted on Dell's website for 30 days. Appendix 4 Valuair Privacy Policy We respect and wish to protect your privacy. This policy provides you with information on what kind of information we collect from you in the course of our relationship with you and what we may do with that information. Use of our site and services is subject to this policy. Please check this policy frequently as it may change from time to time. What Type of Information Do We Collect? In general, you may visit our site without registering with us. However, some services on our site are only available to registered users. When registering, we typically require you to provide us with your name, address, telephone numbers and e-mail address. ...read more.

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