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E-Service Quality Research Based on Content Analysis Method

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2 Author(s)
Li Zhong ; Bus. Shool, Nankai Univ., Tianjin, China ; Wang Xiao

Based on the review of the e-service quality research in web 2.0 environment. This paper explored current customer's quality evaluation by utilizing the content analysis. The authors found that customers took much concern on the personal interaction and true information available when they evaluated the service quality of the web-site. Therefore, the paper pointed that the core task of the web-site is to keep on the information control and strengthen the function of personal interaction.

Published in:

E-Business and E-Government (ICEE), 2010 International Conference on

Date of Conference:

7-9 May 2010