• Corpus ID: 1955712

An instrument to measure service quality of Extranets

  title={An instrument to measure service quality of Extranets},
  author={Kenneth Cody and Beverley G. Hope},
Extranets for business-to-business information sharing and transaction handling are becoming increasingly common. Yet there is limited research into perceptions of service quality when using Extranets. This paper relates the literature on service quality to the developing literature on Extranets and describes the development and piloting of instruments to measure Extranet service quality from a customer and provider perspective. The modified SERVQUAL instrument (Parasuraman, Zeithaml, and Berry… 

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