The ability of a company to achieve excellence in service quality depends on the determination of service attributes and their desired levels. It depends also on the prioritization of service attributes, using appropriate quality improvement indices, in a consistent manner within the constraints...

To achieve quality in customer service is to enhance a company’s competitiveness. With the birth of the World Wide Web, the process of making products and services available to customers has changed from traditional communication channels to Web‐based information systems. Consequently, the...