Exploring the Effect of Web Based Communications on Organizations Service Quality

Abstract

The paper aims to study the effect of web based communications on the service quality of organizations. Web based communications is used for a variety of reasons.The quality of a Web-based customer support system involves the information it supplies, the service it provides, andcharacteristics of the system itself; its effectiveness is reflected by the satisfaction of its users. This paper presents the results of astudy of quality and effectiveness in Web-based customer support systems. Data from a survey of 726 Internet users were used to test theoretically expected relationships. The results of this study indicate that information and system quality determine effectiveness while service quality has no impact. Practical implications for managers and designers are offered.The Internet is the latest in a long succession of communication technologies. The goal of this work is to draw lessons from the evolution of all these services. Little attention is paid to technology as such, since that has changed radically many times. Instead, the stress is on the steady growth in volume of communication, the evolution in the type of traffic sent, the qualitative change this growth produces in how people treat communication, and the evolution of pricing. The focus is on the user, and in particular on how quality and price differentiation have been used by service providers to influenceconsumer behavior, and how consumers have reacted.