Differentiating between service quality and relationship quality in cyberspace

Title: Differentiating between service quality and relationship quality in cyberspace
Creator: Keating, Byron; Rugimbana, Robert; Quazi, Ali
Relation: Managing Quality Service Vol. 13, Issue 3, p. 217-232
Publisher Link: http://dx.doi.org/10.1108/09604520310476481
Publisher: Emerald
Resource Type: journal article
Date: 2003
Description: The onset of Internet marketing is revolutionising marketing practice. Although growth in sales of goods and services online has been dramatic, very little research has addressed the factors that lead to the delivery of superior service and the creation of effective marketing relationships. This paper explores and defines two related constructs – service quality and relationship quality – to ascertain whether consumers can meaningfully distinguish between the constructs. The research uses focus groups and an online survey to address this issue. The paper finds that, although service quality and relationship quality are distinct constructs, they overlap in the area of personal interaction and problem solving. The key drivers for the delivery of superior service and the creation of an effective relationship are reliability and trust emanating from service quality and relationship quality respectively.
Subject: customer satisfaction; internet; retailing; service quality
Identifier: uon:1855
Identifier: http://hdl.handle.net/1959.13/27629
Identifier: ISSN:0960-4529
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