A survey has been undertaken amongst students of two universities (Erasmus
University Rotterdam, The Netherlands, and Northeastern University Boston,
USA) to study what quality factors are perceived as important in relation to
their use of web sites. The results of the questionnaire survey are analysed
in relation to the five service quality (SERVQUAL) dimensions (tangibles;
reliability; responsiveness; assurance; empathy) as developed by Zeithaml et
al [1]. There is evidence that the same dimensions are applicable to
E-Business, although the underlying aspects have to be specified within the
E-Business context
