AN EVALUATION FRAMEWORK OF THE SERVICE QUALITY ON THE WEB SITE-USING QFD AND E-BUSINESS METRICS

摘要

The diffusion of the internet has brought about changes in the scale and importance of the service industry. This research proposes a framework for evaluating services on the website. First, we decompose a website into a package of unit services and then gauge the actual service supply level, proper level and expected level, respectively, using QFD and E-business Metrics. If three levels for the unit service are matched to each other, the unit service is considered to maintain optimal service level and has good quality. If it is not the case, the mismatched unit service is evaluated individually.