A Conceptual Framework for Understanding and Measuring Perceived Service Quality in Net-based Customer Support Systems

The aim of this research is to develop a scale to measure perceived service quality in net-based customer support systems. The primary question addressed by this research is: What is a valid and reliable measure that can be used for perceived service quality in net-based customer support systems? In order to answer the research question, a two-phase study is designed to 1) determine the attributes on which business customers’ judge the net-based service offering of their trading partners, and, from this, 2) develop a scale to measure the net-based service quality construct (NBSQ). This paper presents a review of relevant literature that provides the theoretical foundation for the research, and details the results of the first phase of the study.