Toward a framework for assessing e-marketplace service quality

Authors:
Hung-Jen Tu;Yuan-Ting Chao
Affiliations:
Dept. of International Business, Providence University, Taiwan;Dept. of International Business, Providence University, Taiwan
Venue:
WISS'10 Proceedings of the 2010 international conference on Web information systems engineering
Year:
2010

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Abstract

The efficiency of the e-marketplace as a transaction process has led a large number of firms to market their products in this platform. Given that improving e-service quality has become the most common business strategy in an increasingly competitive electronic environment, there has been a call for better performance measures to assess whether e-marketplace service quality is productive. This research developed the comprehensive framework for evaluating the e-marketplace service quality via Balanced Scorecard approach. This research will help managers identify the key performance criteria of e-marketplace service quality and thus configure their improvement plans in a cost-efficient manner.