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Information Resources Management Association
Advancing the Concepts & Practices of Information Resources Management in Modern Organizations

Dimensions of Service Quality in the Virtual World: Implications for Extranets

Dimensions of Service Quality in the Virtual World: Implications for Extranets
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Author(s): Beverly G. Hope (Victoria University of Wellington, New Zealand)and Kenneth Cody (Victoria University of Wellington, New Zealand)
Copyright: 2000
Pages: 3
Source title: Challenges of Information Technology Management in the 21st Century
Source Editor(s): Mehdi Khosrow-Pour, D.B.A. (Information Resources Management Association, USA)
DOI: 10.4018/978-1-878289-84-1.ch047
ISBN13: 9781878289841
EISBN13: 9781466665316


The Internet has taken globalisation of the marketplace from hyperbole to present day reality. In this marketplace, information technology can be used to create and sustain competitive advantage. One such technology is the Extranet. Extranets are increasingly being used to add value in the virtual world through business-to-business information sharing and transaction handling. Yet there is limited research into perceptions of service quality when using Extranets. This paper relates the literature on service quality to the developing literature on Extranets. Five dimension of service quality from the physical world (Parasuraman, Zeithaml, and Berry, 1985) are applied to the virtual world of extranets. It is concluded that dimensions of quality in human-to-human interations may also apply to human-to-computer interactions, but that the factors which contribute to them may differ.

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