Services quality dimensions of Internet retailing an网络零售服务质量维度.pptVIP

8 of 14 = 89.9% (responsiveness, credibility, ease of use, reliability, convenience, communication, access and competence) * * The convenience dimension is not unexpected because one major benefit of Internet shopping is time and location flexibility. The continuous improvement dimension signifies that a company should continuously update its level of customer service and online system. The third new dimension, collaboration, can be interpreted in two ways: (1) internal; and (2) external collaboration. Internal collaboration refers to conditions of close cooperation between separate func