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Amazon and eBay Servqual 7Ps and GAPS Model Analysis Report

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APPLICATION OF SERVQUAL TO ONLINE AUCTION SITES

The Analysis methods described above, namely the servqual analysis, the 7Ps, and the GAPS model, were used to analyze the online auction market in detail. To conduct efficient research, two major companies, namely eBay and Amazon, were the companies that were chosen for analysis and evaluation. The reasons for choosing these sites is apparently because both are dominant forces in the online auction market, but it remains to be seen who is better and who offers more quality in terms of service. To assess these companies (or web portals), several customers who happen to visit the sites of these companies regularly were questioned as part of a survey. In this survey, the viewers were required to answer several questions that would provide key information on what the average user was provided with in terms of service quality by each of these two sites.

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