Edith Cowan University

About: Edith Cowan University is a education organization based out in Perth, Western Australia, Australia. It is known for research contribution in the topics: Population & Context (language use). The organization has 4040 authors who have published 13529 publications receiving 339582 citations. The organization is also known as: Edith Cowan & ECU.

Quality evaluation in on‐line service environments: an application of the importance‐performance measurement technique

Abstract: This paper investigates the conceptualisation and measurement of service quality in on‐line service environments. It reports the findings from an exploratory study of consumer perceptions of service quality as they relate to an on‐line library service in a prominent public sector university in Western Australia. The results reveal the core service quality dimensions of significance to on‐line consumers and demonstrates the usefulness and relative simplicity of this measurement methodology for evaluating the service quality construct in on‐line environments. The study highlights not only how the service is perceived from a customer point of view, but also what is important to the customers in their use of on‐line services.

Service Quality Evaluation at Events through Service Mapping

Abstract: Service mapping is described and illustrated in the context of evaluating and improving service quality at special events. Results of participant observation at the 1998 Margaret River Masters surfing event in Western Australia are combined with concurrent visitor survey data and direct observations to generate recommendations for improving its management. Conclusions are drawn on the utility and application of the service-mapping technique for events and on the nature of service quality at events.