Quality evaluation in on‐line service environments: an application of the importance‐performance measurement technique

Abstract

This paper investigates the conceptualisation and measurement of service quality in on‐line service environments. It reports the findings from an exploratory study of consumer perceptions of service quality as they relate to an on‐line library service in a prominent public sector university in Western Australia. The results reveal the core service quality dimensions of significance to on‐line consumers and demonstrates the usefulness and relative simplicity of this measurement methodology for evaluating the service quality construct in on‐line environments. The study highlights not only how the service is perceived from a customer point of view, but also what is important to the customers in their use of on‐line services.

Citation

O’Neill, M., Wright, C. and Fitz, F. (2001), "Quality evaluation in on‐line service environments: an application of the importance‐performance measurement technique", Managing Service Quality: An International Journal, Vol. 11 No. 6, pp. 402-417. https://doi.org/10.1108/EUM0000000006519