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| An Exploratory Study on the Service Quality of Enterprise Websites——Based on the Transactional Perspective |
| YAO Ya nan1,WEI Fu xiang1 |
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Abstract The paper analyzes the interview of open, semi-structured and focus-groups based on the analysis of the NetOffer model and a literature review. By dividing the service quality of the enterprise website into before-sale, in-sale and after-sale stages, the paper identified the fundamental dimensions of the three stages: Functional/Design, Safety/Enjoyment and after-sale service respectively. Finally, the paper built an enterprise website service model according to the content analysis, and proposed theoretical and practical guidance for the quality management of the enterprise website.
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Received: 12 December 2011
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Corresponding Authors:
YAO Ya nan
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2012, Vol. 1 
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