09590550510581485

International Journal of Retail & Distribution Management
Customer perceptions of e-service quality in online shopping

Gwo‐Guang Lee, Hsiu‐Fen Lin,
Article information:
To cite this document:
Gwo‐Guang Lee, Hsiu‐Fen Lin, (2005) "Customer perceptions of e‐service quality in online shopping",
Downloaded by INSTITUTE OF BUSINESS ADMINISTRATION At 01:32 23 April 2019 (PT)
International Journal of Retail & Distribution Management, Vol. 33 Issue: 2, pp.161-176, https://
doi.org/10.1108/09590550510581485
Permanent link to this document:
https://doi.org/10.1108/09590550510581485
Downloaded on: 23 April 2019, At: 01:32 (PT)
References: this document contains references to 50 other documents.
To copy this document: permissions@emeraldinsight.com
The fulltext of this document has been downloaded 40081 times since 2006*
Users who downloaded this article also downloaded:
(2014),"E-service quality: a study of online shoppers in India", American Journal of Business, Vol.
29 Iss 2 pp. 178-188 <a href="https://doi.org/10.1108/AJB-05-2013-0030">https://doi.org/10.1108/
AJB-05-2013-0030</a>
(1993),"Perceived Risk: Further Considerations for the Marketing Discipline", European Journal of
Marketing, Vol. 27 Iss 3 pp. 39-50 <a href="https://doi.org/10.1108/03090569310026637">https://
doi.org/10.1108/03090569310026637</a>
Access to this document was granted through an Emerald subscription provided by emerald-srm:590646 []
For Authors
If you would like to write for this, or any other Emerald publication, then please use our Emerald for
Authors service information about how to choose which publication to write for and submission guidelines
are available for all. Please visit www.emeraldinsight.com/authors for more information.
About Emerald www.emeraldinsight.com
Emerald is a global publisher linking research and practice to the benefit of society. The company
manages a portfolio of more than 290 journals and over 2,350 books and book series volumes, as well as
providing an extensive range of online products and additional customer resources and services.
Emerald is both COUNTER 4 and TRANSFER compliant. The organization is a partner of the Committee
on Publication Ethics (COPE) and also works with Portico and the LOCKSS initiative for digital archive
preservation.
*Related content and download information correct at time of download.

The Emerald Research Register for this journal is available at The current issue and full text archive of this journal is available at
www.emeraldinsight.com/researchregister www.emeraldinsight.com/0959-0552.htm
Customer
Customer perceptions of e-service perceptions of
quality in online shopping e-service
Gwo-Guang Lee
Department of Information Management, National Taiwan University of 161
Science and Technology, Taipei, Taiwan
Hsiu-Fen Lin
Department of Information Management, St. John’s and St. Mary’s Institute of

Technology, Taipei, Taiwan
Abstract
Purpose – This paper develops a research model to examine the relationship among e-service quality
dimensions and overall service quality, customer satisfaction and purchase intentions.
Design/methodology/approach – Data from a survey of 297 online consumers were used to test
the research model. Confirmatory factor analysis was conducted to examine the reliability and validity
of the measurement model, and the structural equation modelling technique was used to test the
research model.
Findings – The analytical results showed that the dimensions of web site design, reliability,
responsiveness, and trust affect overall service quality and customer satisfaction. Moreover, the latter
in turn are significantly related to customer purchase intentions. However, the personalization
dimension is not significantly related to overall service quality and customer satisfaction.
Research limitations/implications – Future research can use different methodologies, such as
longitudinal studies, focus groups and interviews, to examine the relationship between service quality
and customer purchase behaviour in online shopping contexts.
Practical implications – This study suggests that to enhance customer purchase intentions, online
stores should develop marketing strategies to better address the trustworthiness, reliability, and
responsiveness of web-based services. Online stores can devote valuable corporate resources to the
important e-service quality attributes identified by this study.
Originality/value – This study developed the instrument dimensions of e-service quality by
modifying the SERVQUAL model to consider online shopping context. Moreover, the results of this
study provide a valuable reference for managers of online stores, as well as for researchers interested
in internet marketing.
Keywords Electronic commerce, Service quality assurance, Customer satisfaction, Purchasing,
Shopping, Structural analysis
Paper type Research paper
1. Introduction
With the rapid global growth in electronic commerce (e-commerce), businesses are
attempting to gain a competitive advantage by using e-commerce to interact with
customers. Businesses with the most experience and success in using e-commerce are
beginning to realize that the key determinants of success or failure are not merely web
site presence and low price but also include the electronic service quality (e-service International Journal of Retail &
quality) (Yang, 2001; Zeithaml, 2002). Santos (2003) defined e-service quality as overall Distribution Management
Vol. 33 No. 2, 2005
customer assessment and judgment of e-service delivery in the virtual marketplace. pp. 161-176
Service quality is an elusive and abstract construct that is difficult to explain and q Emerald Group Publishing Limited
0959-0552
measure (Cronin and Taylor, 1992). The SERVQUAL model, first developed by DOI 10.1108/09590550510581485
IJRDM Parasuraman et al. (1988) has been widely tested as a means of measuring customer
33,2 perceptions of service quality. The SERVQUAL model contains five dimensions, namely
tangibles, reliability, responsiveness, assurance and empathy. Furthermore, during the
past decade, SERVQUAL model has been tested for measuring service quality in
e-commerce settings (Devaraj et al., 2002; Kim and Lee, 2002; Li et al., 2002; Kuo, 2003;
Negash et al., 2003). Previous studies on the measurement of e-service quality focused
162 only on the application of the SERVQUAL model by rewording the original scale items.
However, in the service quality field, service researchers need to pay more attention to
customer evaluations of e-services, because methods of measuring service quality differ
between e-commerce and physical marketplace service (Parasuraman and Grewal,
2000). Additionally, van Riel et al. (2001) proposed that the SERVQUAL scale items
would have to be reformulated before they could be used meaningfully in the online
shopping context. Thus, this study aims to identify the main influence on online
shopping service quality, using a modified version of the SERVQUAL model.
Research is required on the influence of e-services on all customer responses, such
as perceived service quality, customer satisfaction and purchase intentions
(Parasuraman and Grewal, 2000; Jeong et al., 2003). Understanding the determinants
of service quality, customer satisfaction and purchase intentions for online shopping is
important for both marketing researchers and online stores managers. Moreover,
previous studies have revealed that service quality in online environments is an
important determinant of the effectiveness of e-commerce (Yang, 2001; Janda et al.,
2002). However, few studies have examined the relation among different dimensions of
e-service quality in predicting overall service quality, customer satisfaction, and
purchase intentions for online shopping.
This study attempts to derive the instrument dimensions of e-service quality
through modifying the SERVQUAL model to consider the online shopping context,
and develops a research model to examine how e-service quality dimensions affect
overall service quality, customer satisfaction and purchase intentions. To prove the
usefulness of the research model, data were collected from 297 online consumers.
Confirmatory factor analysis (CFA) was conducted to examine the reliability and
validity of the measurement model, and the structural equation modeling (SEM)
technique was used to test the research model, which was supported by LISREL 8.3
software. The test results provide a valuable reference for managers of online stores, as
well as for researchers interested in internet marketing.
2. Literature review
2.1 E-service quality
E-service quality can be defined as overall customer evaluations and judgments
regarding the excellence and quality of e-service delivery in the virtual marketplace
(Santos, 2003). Research over the past two decades has demonstrated that service
quality influences consumption decisions, but only recently these findings have been
applied to e-commerce (Yang and Jun, 2002; Wolfinbarger and Gilly, 2003).
For example, service quality measures have been applied to assess the quality of
virtual community web sites (Kuo, 2003), satisfaction with e-commerce channels
(Devaraj et al., 2002), and determinants of web site success (Liu and Arnett, 2000).
Online shopping is a complex process that can be divided into various
sub-processes such as navigation, searching for information, online transactions, or
customer interactions. Customers are unlikely to evaluate each sub-process in detail Customer
during a single visit to an online store, but rather will perceive the service as an overall perceptions of
process and outcome (van Riel et al., 2001). Furthermore, for online customers, high
standard e-service quality is the means by which the potential benefits of the internet e-service
can be realized (Yang, 2001). Because it is much easier to compare product technical
features and prices online than through traditional channels, e-service quality becomes
a key factor for customers (Santos, 2003). Online customers thus expect equal or higher 163
levels of service quality than traditional channels customers.
2.2 Service quality dimensions

Parasuraman et al. (1988) conceptualize service quality as the relative perceptual

distance between customer expectations and evaluations of service experiences and
service quality using a multi-item scale called the SERVQUAL model. The SERVQUAL
model includes the five dimensions of tangibles (physical facilities and the appearance
of personnel), reliability (ability to perform the promised service dependably and
accurately), responsiveness (willingness to help customers and provide prompt
service), assurance (employee knowledge base which induces customer trust and
confidence), and empathy (caring and individualized attention provided to customers
by the service provider).
The SERVQUAL scale recently has been widely used to measure information system
service quality (Pitt et al., 1997; van Dyke et al., 1999; Carr, 2002; Jiang et al., 2002). The
SERVQUAL scale also was employed to measure e-commerce system service quality
(Devaraj et al., 2002; Kim and Lee, 2002). Related studies on e-service quality have tested
the SERVQUAL scale and used it to measure service in various contexts, including
web-based service (Kuo, 2003; Negash et al., 2003), internet retail (Kaynama and Black,
2000; Barnes and Vidgen, 2001), and electronic banking (Zhu et al., 2002). Most research
on e-service quality measurement has focused on rewording the SERVQUAL scale
items. However, challenges in measuring web-based service quality exist due to the
differences between web-based and traditional customer service (Li et al., 2002).
Parasuraman and Grewal (2000) suggested that research is needed on whether “the
definitions and relative importance of the SERVQUAL dimensions change when
customers interact with technology rather than with service personnel” (p. 171).
Moreover, several studies have proposed that the SERVQUAL scale items must be
reformulated before they can be meaningfully used in the online shopping context
(van Riel et al., 2001; Santos, 2003). Thus, based on the SEVQUAL model with
consideration of the characteristics of the online shopping context should be partly
reformulated. Additionally, previous studies have suggested that perceived service
quality positively influences customer satisfaction and purchase intentions (Rust and
Zahorik, 1993; Martensen et al., 2000). Nevertheless, in the context of online shopping,
few studies have examined the usefulness of relative service quality dimensions in
predicting overall service quality, customer satisfaction and purchase intentions.
This study aims to:
(1) derive the instrument dimensions of e-service quality based on the SERVQUAL
model and modify them following reference to the related literature on the
online shopping context; and
(2) determine how the e-service quality dimensions affect overall service quality,
customer satisfaction and purchase intentions.
IJRDM 3. Research model and hypotheses
33,2 Because the existing literature remains insufficient to provide a conceptual model of
e-service quality, empirical research is required to clarify the detailed determinants of
e-service quality and their influence on customer perceptions of online stores (Janda
et al., 2002; Yang and Jun, 2002; Santos, 2003). This study proposed that e-service
quality dimensions include web site design, reliability, responsiveness, trust and
164 personalization, and moreover developed a research model for understanding the
perceptions of rational customers regarding online shopping. The model proposed that
e-service quality dimensions are casually linked to the two performance measures of
overall service quality and customer satisfaction, and in turn influence customer
purchase intentions (see Figure 1).
3.1 E-service quality dimensions

This study used the revised SERVQUAL scale items to establish dimensions of
e-service quality through web site design, reliability, responsiveness, trust, and
personalization. The relationship among the e-service quality dimensions, overall
service quality and customer satisfaction is hypothesized and discussed below.
3.1.1 Web site design. Web site design quality is crucial for online stores (Than and
Grandon, 2002). Web site design describes the appeal that user interface design
presents to customers (Kim and Lee, 2002). The influence of web site design on
e-service performance has been studied extensively. For instance, Cho and Park (2001)
conducted an empirical research of a sample of 435 internet users to examine the
e-commerce user-consumer satisfaction index (ECUSI) for internet shopping.
They found that the customer satisfaction is assessed using the quality of web site
design. A recent empirical study found that web site design factors are strong
predictors of customer quality judgments, satisfaction, and loyalty for internet retailers
(Wolfinbarger and Gilly, 2003). Hence, the following hypotheses are proposed.
H1a. Web site design in an online store positively influences overall service quality.
H1b. Web site design in an online store positively influences customer satisfaction.
3.1.2 Reliability. Reliability represents the ability of the web site to fulfill
orders correctly, deliver promptly, and keep personal information secure
(Parasuraman et al., 1988; Janda et al., 2002; Kim and Lee, 2002). The importance of
Figure 1.
Research model
reliability has been emphasized by the information technology-based service. Customer
Moreover, Zhu et al. (2002) argued that reliability dimension has a direct positive perceptions of
effect on perceived service quality and customer satisfaction by electronic banking
systems. Online stores must provide mistake-free service and secure online e-service
transactions to make customers feel comfortable using online shopping. The
following hypotheses thus are proposed.
H2a. Reliability in an online store positively influences overall service quality. 165
H2b. Reliability in an online store positively influences customer satisfaction.
3.1.3 Responsiveness. Customers expect online stores to respond to their inquires
promptly (Liao and Cheung, 2002). Responsiveness describes how often an online store
voluntarily provides services (e.g. customer inquires, information retrieval and
navigation speed) that are important to its customers (Parasuraman et al., 1988; Yang,
2001; Kim and Lee, 2002). Researchers examining the responsiveness of web-based
services have highlighted the importance of perceived service quality and customer
satisfaction (Yang and Jun, 2002; Zhu et al., 2002). The following hypotheses thus are
proposed.
H3a. Responsiveness design in an online store positively influences overall
service quality.
H3b. Responsiveness in an online store positively influences customer satisfaction.
3.1.4 Trust. Online shopping context comprises the interaction customers and online
stores (Bakos, 1991). Numerous studies have emphasized the importance of online trust
between customers and online stores (McKnight et al., 2002; Krauter and Kaluscha,
2003). Trust is a significant antecedent of participation in commerce generally, and
especially in online settings because of the increased ease with which online stores can
behave opportunistically (Reichheld and Schefter, 2000). Moreover, trust is defined as
customer willingness to accept vulnerability in an online transaction based on their
positive expectations regarding future online store behaviours (Kimery and McCard,
2002). That is, trust encourages online customer purchasing activity and affects
customer attitudes toward purchasing from an online store (Gefen, 2000; Gefen et al.,
2003). Consequently, the following hypotheses are proposed.
H4a. Trust in an online store positively influences overall service quality.
H4b. Trust in an online store positively influences customer satisfaction.
3.1.5 Personalization. The lack of real-time interaction tends to prevent potential
customers from purchasing through online shopping (Yang and Jun, 2002).
Personalization involves individualized attention, personal thank you notes from
online stores, and the availability of a message area for customer questions or
comments (Yang, 2001). Previous studies have examined the influence of the customer
service provided by internet retailers on customer perceptions of service quality and
satisfaction (Wolfinbarger and Gilly, 2003). The following hypotheses are proposed.
H5a. Personalization in an online store positively influences overall service
quality.
H5b. Personalization in an online store positively influences customer
satisfaction.
IJRDM 3.1.6 Purchase intentions. As the internet has spread it has become a popular
marketing channel (Cho and Park, 2001). Analyzing customer evaluations of online
33,2 shopping is particularly interesting to academics and practitioners, especially in the
field of e-commerce (Wu, 2003). Previous studies have found that service provider
perceptions of customer satisfaction are a function of perceived service quality of
technological services (Martensen et al., 2000; Zhu et al., 2002).
166 The theory of reasoned action proposes that behaviour can be predicted from
intentions that correspond directly (in terms of action, target and context) to that
behaviour (Ajzen and Fishbein, 1980). This study thus postulated that consumer
purchase intentions provide an acceptable proxy for actual online purchase behaviour.
Additionally, previous studies have suggested that customer perceptions of service

quality and satisfaction positively influence purchasing intentions. For instance, Rust
and Zahorik (1993) noted that overall service quality and customer satisfaction
significantly influence customer retention, market share, and profitability. More
recently, Llusar et al. (2001) considered customer satisfaction as a mediator of the
relationship between firm perceived quality and customer purchase intentions. Based
on the above literature review, the following hypotheses are proposed.
H6. Overall service quality in an online store positively influences customer
satisfaction.
H7. Overall service quality in an online store positively influences customer
purchase intentions.
H8. Customer satisfaction with an online store positively influences purchase
intentions.
4. Research methodology
4.1 Measures
Table I lists all of the construct definitions of the instruments and the related literature.
This study adapted the measures used to operationalize the constructs included in the
investigated model from relevant previous studies, making minor wording changes to
tailor these measures to the online sopping context. Items for measuring web site design,
reliability, responsiveness, and personalization employed several dimensions of the
SERVQUAL model (Parasuraman et al., 1988; Kim and Lee, 2002; Yang and Jun, 2002),
items for trust were revised from Kimery and McCard (2002), and items for overall
service quality, customer satisfaction and purchase intentions were modified from Zhu
et al. (2002) and Jeong et al. (2003). All items were measured using a seven-point
Likert-type scale (ranging from 1 ¼ strongly disagree to 7 ¼ strongly agree).
With the establishment of content validity, the questionnaire was refined through
rigorous pretesting. The pretesting focused on instrument clarity, question wording and
validity. During the pretesting, 15 experienced online shoppers were taken as subjects
and invited to comment on the questions and wordings. The comments of these 15
individuals then provided a basis for revisions to the construct measures. Several items
were removed from the instrument based on the feedback from the pretesting subjects.
Table II lists the final questionnaire items used to measure each construct.
4.2 Subjects and procedure

A total of 305 questionnaires were distributed to senior year undergraduate students
taking the course on e-commerce at St. John’s and St. Mary’s Institute of Technology,
Construct Definition References
Customer
perceptions of
Web site design Customer perception of degree of user
friendliness in using an online store
Parasuraman et al. (1988)
and Kim and Lee (2002)
e-service
Reliability Customer perception of the reliability and
security of the service provided by an Parasuraman et al. (1988)
online store and Kim and Lee (2002) 167
Responsiveness Customer perception of the
responsiveness and helpfulness of the Parasuraman et al. (1988)
service provided by an online store and Kim and Lee (2002)
Trust Customer perception of the level of trust

mechanisms provided by an online store Kimery and McCard (2002)
Personalization Customer perception of the degree to
which an online store provides
differentiated services to satisfy specific Parasuraman et al. (1988)
individual needs and Yang and Jun (2002)
Overall service quality Customer perceptions of service quality
provided by an online store Zhu et al. (2002)
Customer satisfaction Customer satisfaction with an online store Zhu et al. (2002)
Purchase intentions Customer likelihood of buying from a Table I.
particular online store Jeong et al. (2003) Constructs definition
Taipei, Taiwan in the spring of 2003. The student subjects were selected in this study
for three reasons. First, according to the 2003 Taiwan internet users survey report
(http://survey.yam.com/survey/2003/index.htm, 2004), about 40 percent of internet
users in Taiwan are college students. Moreover, college students are greatest
proportion of internet users. Second, online customers generally are younger and better
educated than conventional customers, meaning that the student subjects closely
resemble the online customer population (Mcknight et al., 2002). Finally, the use of
students as subjects in this study can decrease the effect of variance in web-based
literacy.
The study was conducted in the following stages. First, the subjects were
instructed to navigate online bookstores (such as www.amzon.com, www.books.
com.tw, and www.silkbook.com.tw) and search for books related to e-commerce
course they were taking. Next, the subjects were asked to select a textbook or
reference book related for the course that they would like to buy from an online
bookstore, and fulfillment time cannot be over 30 days. The subjects were given
two tasks representing the online transaction process. The first task was to
register with an online bookstore, search for the book selected by the participants
and place it in the shopping cart. The second task involved filling out certain
payment and delivery data. After completing these two tasks, all the 305 students
completed the task successfully and the questionnaires were distributed in class.
The response rate was 100 percent, but since eight questionnaires later were
discarded because of missing data, the effective response rate was approximately
97 percent.
Of the 297 usable respondents, 68.4 percent were less than 25 years of age
ðn ¼ 203Þ; 26.9 percent were 26-35 ðn ¼ 80Þ; and 4.7 percent were over 35 years old
ðn ¼ 14Þ: About 44 percent of the respondents had previously bought from online
IJRDM Factor Construct
33,2 Construct/measure Mean S.D. loading reliability
Web site design 0.77

The online bookstore is visually appealing 5.44 0.78 0.80
The user interface of the online bookstore has a
168 well-organized appearance 5.25 0.78 0.77
It is quick and easy to complete a transaction at the
online bookstore 5.45 0.71 0.75
Reliability 0.85
The online bookstore delivers on its undertaking to

do certain things by a certain time 5.63 0.74 0.76
The online bookstore shows a sincere interest in
solving customer problems 5.45 0.82 0.78
Transactions with the online bookstore are error-free 5.70 0.84 0.72
The online bookstore has adequate security 5.39 0.82 0.84
Responsiveness 0.80
I think the online bookstore gives prompt service 5.16 0.73 0.78
I believe the online bookstore is always willing to
help customers 5.62 0.82 0.85
I believe the online bookstore is never too busy to
respond to customer requests 5.64 0.72 0.77
Trust 0.81
I believe the online bookstore is trustworthy 5.54 0.77 0.73
The online bookstore instills confidence in customers 5.49 0.78 0.89
Personalization 0.74
The online bookstore provides the targeting e-mail to
customers 4.28 0.59 0.86
The online bookstore provides the recommendation
of books by customers’ preferences 5.18 0.64 0.75
The online bookstore provides customers free
personal homepage 4.60 0.72 0.70
Overall service quality –
My overall opinion of the services provided by online
bookstore is very good 5.34 0.56 1.00
Customer satisfaction
Overall, I am satisfied with online bookstore online
experience 5.48 0.61 1.00
Purchase intentions 0.80
If I purchase books in the next 30 days, I will use the
Table II. online bookstore 5.11 0.79 0.93
Summary of I strongly recommend that others use the online
measurement scales bookstore 5.30 0.82 0.73
bookstores ðn ¼ 131Þ: Finally, about 54 percent of the respondents were male

ðn ¼ 159Þ and 46 percent were female ðn ¼ 138Þ:
4.3 Statistical analysis

The research model shown in Figure 1 was analyzed primarily using SEM, supported
by LISREL 8.3 software. Numerous researchers have proposed a two-stage
model-building process for applying SEM (Hoyle, 1995; Joreskog and Sorbom, 1996;
Hair et al., 1998). Confirmatory factor analysis (CFA) was conducted to Customer
examine the reliability and validity of the measurement model, and the structural perceptions of
model also was analyzed to test the associations hypothesized in the present research
model. e-service
5. Results
5.1 Measurement model 169
The measurement model was first assessed by CFA. Previous research has noted that
the normed x 2 (the ratio between x 2 and the degree of freedom) provides direct
statistical evidence for the test of model goodness of fit (GFI) (Joreskog and Sorbom,
1996). The observed normed x 2 for this model was 2.04 ðx 2 ¼ 373:99; df ¼ 183Þ;
smaller than the three recommended by Bagozzi and Yi (1988). Other fit indexes also
show good fit for the measurement model. The GFI is 0.93, greater than the 0.9
recommended (Joreskog and Sorbom, 1996). Moreover, the adjusted goodness of fit
index (AGFI) is 0.88, which is slightly low, but still acceptable (Bagozzi and Yi, 1988).
Furthermore, the nonincremental fit index, such as the comparative fit index (CFI) is
0.91, exceeding the recommended cut-off level of 0.9 (Bagozzi and Yi, 1988). Finally,
the root mean square error of approximation (RMSEA) is 0.049, which also suggests
a good fit to the data (Bagozzi and Yi, 1988). In sum, the measurement model exhibited
a fairly good fit with the data collected.
The measurement model was further assessed for construct reliability and validity.
Construct reliability can be calculated as follows: (square of the summation of the
factor loadings)/{(square of the summation of the factor loadings)þ (summation of
error variances)}. The interpretation of the resultant coefficient is similar to that
of Cronach’s alpha, except that it also takes into account the actual factor loadings
rather than assuming each item to be equally weighted in the composite load
determination. From Table II, construct reliability for all factors in the measurement
model exceeded 0.7, which Nunnally and Bernstein (1994) identified as an acceptable
threshold.
Bagozzi and Yi (1988) defined a factor loading exceeding 0.7 as evidence of
convergent validity. From Table II, the factor loadings for all constructs exceed the
recommended level of 0.7, indicating acceptable item convergence on the intended
constructs. Additionally, from Table III, correlation between constructs ranged from
0.05 to 0.67, with the correlations of no pair of measures exceeding the criterion (0.9 and
above) (Hair et al., 1998). Empirical support thus exists for the discriminant validity of
the measures.
1 2 3 4 5 6 7 8
Web site design 1.00

Reliability 0.67 1.00
Responsiveness 0.50 0.62 1.00
Trust 0.05 0.30 0.31 1.00
Personalization 0.46 0.54 0.11 0.10 1.00
Overall service quality 0.29 0.55 0.40 0.11 0.24 1.00
Customer satisfaction 0.59 0.34 0.51 0.65 0.49 0.32 1.00 Table III.
Purchase intentions 0.46 0.42 0.57 0.41 0.22 0.25 0.30 1.00 Constructs correlations
IJRDM 5.2 Structural model
The hypothesized research model was tested using the structural model. The over all
33,2 fit statistics suggest that the model has adequate model fit ðx 2 ¼ 423:92; df ¼ 193;
x 2 =df ¼ 2:21; GFI ¼ 0:93; AGFI ¼ 0:90; CFI ¼ 0:91; RMSEA ¼ 0:044Þ: The model fit
indexes all exceed their respective common acceptance levels, indicating that the
displayed fitted the data well.
170 The statistical significance of all the structural parameter estimates was examined
to determine the validity of the hypothesized paths. Table IV lists the structural
parameter estimates and the hypothesis testing results. This study examines the
relationships between the dimensions of e-service quality and customer purchase
intentions mediated by overall service quality and customer satisfaction in the online
shopping context. The analytical results showed that online store web site design
positively affects overall service quality ðb ¼ 0:21; p , 0:01Þ and customer
satisfaction ðb ¼ 0:22; p , 0:01Þ; providing support for H1a and H1b. Moreover,
online store reliability significantly and positively affects overall service quality
ðb ¼ 0:35; p , 0:001Þ and customer satisfaction ðb ¼ 0:39; p , 0:001Þ; supporting
H2a and H2b. Furthermore, responsiveness in the online store positively affects
overall service quality ðb ¼ 0:19; p , 0:01Þ and customer satisfaction ðb ¼ 0:25;
p , 0:01Þ; so H3a and H3b are supported. From H4a and H4b, trust in the online
store shows a strong positive relationship with overall service quality ðb ¼ 0:44;
p , 0:001Þ; and a positive relationship with customer satisfaction ðb ¼ 0:30; p ,
0:001Þ: Thus, H4a and H4b are supported. However, H5a and H5b were not
supported, indicating that personalization in the online store was not significantly
related to overall service quality ðb ¼ 0:11; p . 0:01Þ or customer satisfaction
ðb ¼ 0:09; p . 0:01Þ:
H6-H8 relate to the links among overall service quality, customer satisfaction and
customer purchase intentions. Overall service quality has a strong positive effect on
customer satisfaction ðb ¼ 0:42; p , 0:001Þ; therefore, H6 was supported.
Additionally, overall service quality and customer satisfaction were found to
significantly affect online store purchase intentions, so H7 ðb ¼ 0:28; p , 0:01Þ and
H8 ðb ¼ 0:34; p , 0:001Þ are supported.
Path to Path from Hypothesis Structural coefficients t-value
Overall service quality Web site design H1a 0.21 2.05*

Reliability H2a 0.35 4.47**
Responsiveness H3a 0.19 2.21*
Trust H4a 0.44 5.10**
Personalization H5a 0.11 1.06
Customer satisfaction Web site design H1b 0.22 2.47*
Reliability H2b 0.39 4.93**
Responsiveness H3b 0.25 2.86*
Trust H4b 0.30 3.70**
Personalization H5b 0.09 0.84
Overall service quality H6 0.42 4.79**
Table IV. Purchase intentions Overall service quality H7 0.28 2.63*
Results of estimation Customer satisfaction H8 0.34 3.90**
structural model Notes: *p , 0:01; and **p , 0:001
6. Discussion Customer
This study developed instrument dimensions of e-service quality through modifying perceptions of
the SERVQUAL model in the online shopping context. The dimensions of e-service
quality included web site design, reliability, responsiveness, trust and personalization. e-service
Moreover, this study developed a research model to examine how e-service quality
dimensions affect overall service quality, customer satisfaction, and purchase
intentions. The analytical results of this study are discussed below. 171
First, the analytical results showed that trust most strongly affected overall service
quality and customer satisfaction for online stores. This analytical result is consistent
with that of Gefen (2000), who found that trust is a strong determinant of e-service
performance that identified trust as key drivers of perceived service quality and
customer satisfaction. Online stores thus must act honestly and in the best interests of
customers during the transaction processes.
Second, the reliability dimension is a significant predictor of overall service quality,
customer satisfaction and purchase intentions in online shopping. Other studies also
found reliability to be an effective determinant of web-based service quality (Kuo, 2003;
Wolfinbarger and Gilly, 2003). Therefore, to enhance customer satisfaction and
purchase intentions, online stores should start improving the dimensions of reliability,
such as capability of delivering products as promised, providing up-to-date and
accurate information, and strengthening the security of online transactions.
Third, the dimension of responsiveness mildly affects overall service quality and
customer satisfaction for online stores. This finding might be cause by the fact that
customers expect high responsiveness from the prompt delivery of products, but might
tolerate slower financial transactions if such transactions have increased security
(van Riel et al., 2001).
Next, although web site design had only a minor effect on overall service quality
and customer satisfaction in this study, its importance should not be underestimated.
Online stores should pay careful attention to this aspect. Particularly, web site design
should be readable, and the user interface should be visually appealing and tidy,
allowing customers to use the web site easily.
However, perhaps most surprising is the dimension of personalization, which is not
a significant predictor of overall service quality and customer satisfaction for online
stores. This finding might indicate that customers are afraid that the online stores will
sell personal information to other organizations without their knowledge or
permission. Notably, increasing numbers of online customers have expressed
concern regarding potential misuses of personal information and abuses of privacy
(Than and Grandon, 2002).
Additionally, consistent with previous studies (Baker and Crompton, 2000; Sivadas
and Prewitt, 2000; Zhu et al., 2002), this study found a positive relationship among
overall service quality, customer satisfaction and purchase intentions in an online store.
7. Conclusions
The conclusions drawn from this study make contributions in two main areas. First,
this study developed the instrument dimensions of e-service quality by modifying the
SERVQUAL model to consider online shopping context. Second, this study identified
e-service quality dimensions that affect overall service quality and customer
satisfaction, which in turn are significantly related to customer purchase intentions.
IJRDM The implications for practitioners and researchers and the limitations of this study are
33,2 discussed below.
7.1 Implications for practitioners

This study has the following implications for practitioners initiating or currently
conducting internet commerce. First, this study suggests that to enhance customer
172 purchase intentions, online stores should develop marketing strategies to better
address the trustworthy, reliability, and responsiveness of web-based services. Online
stores can devote valuable corporate resources to the important e-service quality
attributes identified by this study. For example, improvement of the level of credibility,
security, and prompt services is necessity for both attracting and retaining online
customers, since these factors significantly affect customer satisfaction and purchase
intentions. Second, web site design cannot be ignored. Web site design is an important
means to provide customer usefulness and ease of use during online transaction
processes.
Another important implication of this study relates to personalization and online
customer privacy. As internet technologies become increasingly sophisticated and web
sites can deliver more targeted content, demand for personalization continues to grow
(Gurau et al., 2003). On the other hand, studies have indicated that many online
customers are very concerned about threats to their personal privacy (Graeff and
Harmon, 2002). Online stores thus must try to ensure that customers receive relevant
information while simultaneously protecting their privacy, because personalization
should not be intrusive. Moreover, online stores should carefully consider the extent to
which actively providing members with personal services is necessary given limited
human and material resources.
7.2 Implications for researchers

Several future research directions exist. First, future research can use different
methodologies, such as longitudinal studies, focus groups and interviews to examine
the relationship between service quality and customer purchase behaviour in online
shopping contexts. Second, the growth of the internet and online shopping will
continue, and future research can replicate similar studies solely involving online
shoppers, measuring actual purchase behaviours instead of intentions. This procedure
is designed to understand if there are any significant difference in the perceptions of
e-service quality of internet users and internet purchasers. Third, although the scales
used for measuring dimensions of e-service quality are similar to existing scales,
further research might consider developing more elaborate measures to allow for richer
coverage of e-service quality scales. Finally, evidence exists that the relative
importance and possible meaning of web site quality may differ across cultures (Gefen,
2000; Tsikriktsis, 2002). Thus, the study can be replicated in different cultures to
provide cross-cultural comparisons.
7.3 Limitations
This study suffers four main limitations. First, the sample employed student subjects,
which may not be representative of the general population of online shoppers.
The analytical results presented here thus may have limited generalizability. Second,
since this study only considered online bookstores, it is unclear whether the analytical
results can be generalized to other online marketplaces. Further research can apply the Customer
research model to examine other types of online stores, because online customer perceptions of
perceptions of service quality are context-dependent and thus their detailed effects on
purchase intentions may be related to specific products and services. Third, this study e-service
did not incorporate actual purchase behaviour into the proposed research model.
However, this shortcoming does not represent a serious limitation since substantial
empirical support exists for the causal link between intention and behaviour 173
(Venkatesh and Davis, 2000). Finally, since the sample was collected in Taiwan,
generalizability to other countries might be limited due to cultural differences
in purchase behaviours.
References
Ajzen, I. and Fishbein, M. (1980), Understanding Attitudes and Predicting Social Behavior,
Prentice-Hill, Englewood Cliffs, NJ.
Bagozzi, R.P. and Yi, Y. (1988), “On the evaluation of structural equation model”, Journal of
Academy of Marketing Science, Vol. 16 No. 1, pp. 74-94.
Baker, D.A. and Crompton, J.L. (2000), “Quality, satisfaction and behavioural intentions”, Annual
of Tourism Research, Vol. 27 No. 3, pp. 785-804.
Bakos, Y. (1991), “A strategic analysis of electronic marketplace”, MIS Quarterly, Vol. 15 No. 3,
pp. 295-310.
Barnes, S.J. and Vidgen, R. (2001), “An evaluation of cyber-bookshops: the WebQual method”,
International Journal of Electronic Commerce, Vol. 6 No. 1, pp. 11-30.
Carr, C.L. (2002), “A psychometric evaluation of the expectation, perceptions, and
difference-scores generated by the IS-adapted SERVQUAL instrument”, Decision
Sciences, Vol. 33 No. 2, pp. 281-96.
Cho, N. and Park, S. (2001), “Development of electronic commerce user – consumer satisfaction
index (ECUSI) for internet shopping”, Industrial Management and Data Systems, Vol. 101
No. 8, pp. 400-5.
Cronin, J.J. and Taylor, S.A. (1992), “Measuring service quality: a re-examination and extension”,
Journal of Marketing, Vol. 56 No. 3, pp. 55-68.
Devaraj, S., Fan, M. and Kohli, R. (2002), “Antecedents of B2C channel satisfaction and
preference: validating e-commerce metrics”, Information Systems Research, Vol. 13 No. 3,
pp. 316-33.
Gefen, D. (2000), “E-commerce: the role of familiarity and trust”, OMEGA The international
Journal of Management Science, Vol. 28 No. 6, pp. 725-37.
Gefen, D., Karahanna, E. and Straub, D.W. (2003), “Trust TAM in online shopping: an integrated
model”, MIS Quarterly, Vol. 27 No. 1, pp. 51-90.
Graeff, T.R. and Harmon, S. (2002), “Collecting and using personal data: consumers’ awareness
and concerns”, Journal of Consumer Marketing, Vol. 19 No. 4, pp. 302-18.
Gurau, C., Ranchhod, A. and Gauzente, C. (2003), “To legislate or not to legislate: a comparative
exploratory study of privacy/personalisation factors affecting French, UK and US web
sites”, Journal of Consumer Marketing, Vol. 20 No. 7, pp. 652-64.
Hair, J.F., Anderson, R.L. and Tatham, W.C. (1998), Multivariate Data Analysis with Reading,
Prentice-Hall, Upper Saddle River, NJ.
Hoyle, R.H. (1995), Structuring Equation Modeling: Concepts, Issues and Applications, Sage
Publications, London.
IJRDM Janda, S., Trocchia, P.J. and Gwinner, K.P. (2002), “Customer perceptions of internet retail
service quality”, International Journal of Service Industry Management, Vol. 13 No. 5,
33,2 pp. 412-31.
Jeong, M., Oh, H. and Gregoire, M. (2003), “Conceptualizing web site quality and its consequences
in the lodging industry”, International Journal of Hospitality Management, Vol. 22 No. 2,
pp. 161-75.
174 Jiang, J.J., Klein, G. and Carr, C.L. (2002), “Measuring information system service quality:
SERVQUAL from the other side”, MIS Quarterly, Vol. 26 No. 2, pp. 145-66.
Joreskog, K.G. and Sorbom, D. (1996), LISREL 8: Structural Equation Modeling, Scientific
Software International Cop., Chicago, IL.

Kaynama, S.A. and Black, C.L. (2000), “A proposal to assess the service quality of online travel
agencies: an exploratory study”, Journal of Professional Services Marketing, Vol. 21 No. 1,
pp. 63-88.
Kim, J. and Lee, J. (2002), “Critical design factors for successful e-commerce systems”, Behaviour
and Information Technology, Vol. 21 No. 3, pp. 185-9.
Kimery, K.M. and McCard, M. (2002), “Third-party assurances: mapping the road to trust in
e-retailing”, Journal of Information Technology Theory and Application, Vol. 4 No. 2,
pp. 63-82.
Krauter, S.G. and Kaluscha, E.A. (2003), “Empirical research in online trust: a review and
critical assessment”, International Journal of Human Computer Studies, Vol. 58 No. 6,
pp. 783-812.
Kuo, Y.F. (2003), “A study on service quality of virtual community web sites”, Total Quality
Management, Vol. 14 No. 4, pp. 461-73.
Li, Y.N., Tan, K.C. and Xie, M. (2002), “Measuring web-based service quality”, Total Quality
Liao, Z. and Cheung, M.T. (2002), “Internet based e-banking and consumer attitudes: an empirical
study”, Information and management, Vol. 39 No. 4, pp. 283-95.
Liu, C. and Arnett, K.P. (2000), “Exploring the factors associated with web site success
in the context of electronic commerce”, Information and Management, Vol. 38 No. 1,
pp. 23-33.
Llusar, J.C.B., Zornoza, C.C. and Tena, A.B.E. (2001), “Measuring the relationship between firm
perceived quality and customer satisfaction and its influence on purchase intentions”,
Total Quality Management, Vol. 12 No. 6, pp. 719-34.
Martensen, A., Gronholdt, L. and Kristensen, K. (2000), “The drivers of customer satisfaction and
loyalty: cross industry finding from Denmark”, Total Quality Management, Vol. 11 No. 4,
pp. 544-53.
McKnight, D.H., Chudhury, V. and Kacmar, C. (2002), “The impact of initial customer trust on
intentions to transact with a web site: a trust building model”, Journal of Strategic
Information Systems, Vol. 11 No. 4, pp. 297-323.
Negash, S., Ryan, T. and Igbaria, M. (2003), “Quality and effectiveness in web-based customer
support systems”, Information and Management, Vol. 40 No. 8, pp. 757-68.
Nunnally, J.C. and Bernstein, I.H. (1994), Psychometric Theory, McGraw-Hill, New York, NY.
Parasuraman, A. and Grewal, D. (2000), “The impact of technology on the quality-value-loyalty
chain: a research agenda”, Journal of the Academy of Marketing Science, Vol. 28 No. 1,
pp. 168-74.
Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1988), “SERVQUAL: a multiple item scale for Customer
measuring customer perceptions of service quality”, Journal of Retailing, Vol. 64 No. 1,
pp. 12-40. perceptions of
Pitt, L.F., Watson, R.T. and Kavan, C.B. (1997), “Measuring information systems service quality: e-service
concerns for a complete canvas”, MIS Quarterly, Vol. 21 No. 2, pp. 209-21.
Reichheld, F.F. and Schefter, P. (2000), “E-loyalty: your secret weapon on the web”, Harvard
Business Review, Vol. 78 No. 4, pp. 105-13. 175
Rust, R.T. and Zahorik, A. (1993), “Customer satisfaction, customer retention, and market share”,
Journal of Retailing, Vol. 69 No. 2, pp. 193-215.
Santos, J. (2003), “E-service quality: a model of virtual service quality dimensions”, Management
Service Quality, Vol. 13 No. 3, pp. 233-46.
Sivadas, E. and Prewitt, J.B. (2000), “An examination of the relationship between service quality,
customer satisfaction, and store loyalty”, International Journal of Retail & Distribution
Than, C.R. and Grandon, E. (2002), “An exploratory examination of factors affecting online
sales”, Journal of Computer Information Systems, Vol. 42 No. 3, pp. 87-93.
Tsikriktsis, N. (2002), “Does culture influence web site quality expectations? An empirical
study”, Journal of Service Research, Vol. 5 No. 2, pp. 101-12.
van Dyke, T.P., Prybutok, V.R. and Kappelman, L.A. (1999), “Cautions on the use of the
SERVQUAL measure to assess the quality of information systems services”, Decision
Sciences, Vol. 30 No. 3, pp. 877-91.
van Riel, A.C.R., Liljander, V. and Jurriens, P. (2001), “Exploring customer evaluations of
e-service: a portal site”, International Journal of Service Industry Management, Vol. 12
No. 4, pp. 359-77.
Venkatesh, V. and Davis, F.F. (2000), “A theoretical extension of the technology
acceptance model: four longitudinal field studies”, Management Science, Vol. 46 No. 2,
pp. 186-204.
Wolfinbarger, M. and Gilly, M.G. (2003), “eTailQ: dimensionalizing, measuring and predicting
etail quality”, Journal of Retailing, Vol. 79 No. 3, pp. 183-98.
Wu, S.I. (2003), “Relationship between consumer characteristics attitude toward online
shopping”, Marketing Intelligence & Planning, Vol. 21 No. 1, pp. 37-44.
Yang, Z. (2001), “Customer perceptions of service quality in internet-based electronic commerce”,
Proceedings of the 30th EMAC Conference, Bergen, pp. 8-11.
Yang, Z. and Jun, M. (2002), “Consumer perception of e-service quality: from internet
purchaser and non-purchaser perspectives”, Journal of Business Strategies, Vol. 19 No. 1,
pp. 19-41.
Zeithaml, V.A. (2002), “Service excellent in electronic channels”, Managing Service Quality,
Vol. 12 No. 3, pp. 135-8.
Zhu, F.X., Wymer, W. and Chen, I. (2002), “IT-based services and service quality in
consumer banking”, International Journal of Service Industry Management, Vol. 13 No. 1,
pp. 69-90.
(Dr Gwo-Guang Lee is an associate professor in the Department of Information Management at

National Taiwan University of Science and Technology (NTUST), Taipei, Taiwan. He received
the PhD from the School of Computer Studies at the University of Leeds, UK, in 1993.
Currently, he also works as a consultant for the Center of Electronic Commerce at NTUST, as
well as large Taiwanese firms. Dr Lee has published in the Journal of Information Technology,
IJRDM Behaviour and Information Technology, Industrial Management and Data Systems, and
Management Decision. His current research interests focus on internet marketing, IS strategic
33,2 planning, and e-business.
Hsiu-Fen Lin is a lecturer in the Department of Information Management at St. John’s &
St. Mary’s Institute of Technology, Taiwan. She received her MS degree in Information
Management from National Chengchi University, Taiwan, in 1996, and is currently a
PhD candidate in Information Management at National Taiwan University of Science and
176 Technology, Taiwan. She has published in the Management Decision. Her research
interested issues in Internet marketing, electronic commerce planning, and knowledge
management.)
This article has been cited by:
1. Juhwan Lim, Hyun Cheol Lee. 2019. Comparisons of service quality perceptions between full service
carriers and low cost carriers in airline travel. Current Issues in Tourism 19, 1-16. [Crossref]
2. KimJung-Hwan, Jung-Hwan Kim. 2019. Imperative challenge for luxury brands. International Journal of
Retail & Distribution Management 47:2, 220-244. [Abstract] [Full Text] [PDF]
3. Sajad Rezaei, Maryam Emami, Naser Valaei. 2019. Modeling Emotive and Cognitive Origins of
Consumer's Purchase Choices and Patronage Decisions. International Journal of E-Business Research 15:2,
71-92. [Crossref]
4. NayebpourHamid, Hamid Nayebpour, BokaeiMohsen Nazem, Mohsen Nazem Bokaei. 2019. Customers
satisfaction by fuzzy synthetic evaluation and genetic algorithm (case study). EuroMed Journal of Business
14:1, 31-46. [Abstract] [Full Text] [PDF]
5. Long Pham, Kioh Kim, Bruce Walker, Thomas DeNardin, Hanh Le. 2019. Development and Validation
of an Instrument to Measure Student Perceived E-Learning Service Quality. International Journal of
Enterprise Information Systems 15:2, 15-42. [Crossref]
6. Edison W. Lubua, Philip D. Pretorius. 2019. Factors determining the perceived relevance of social
commerce in the African context. SA Journal of Information Management 21:1. . [Crossref]
7. Mohamad Jebraeily, Bahlol Rahimi, Zahra Zare Fazlollahi, Hadi Lotfnezhad Afshar. 2019. Using
SERVQUAL Model to Assess Hospital Information System Service Quality. Hormozgan Medical Journal
In Press:In Press. . [Crossref]
8. Wardana, W D Alzarliani, Suriadi, M Arsyad, M Salam, D A T Pulubuhu, A A Unde. 2019. Effect
of App utilization on the agricultural efficiency of rural communities. IOP Conference Series: Earth and
Environmental Science 235, 012101. [Crossref]
9. Wei Xie, Zhi-Hao Zhang, Min Xiang. 2019. Research on the Perceived Value of College Students for
Knowledge-Paying Products. Journal of Physics: Conference Series 1168, 032027. [Crossref]
10. Seung-Kwon Yang, Jae-Hyun Shim. 2018. The Effects of Service Qualities on Customer Satisfaction,
Trust, and Behavioral Intention in Smartphone Shopping Malls. Journal of Industrial Distribution &
Business 9:12, 31-43. [Crossref]
11. SinghVinita, Vinita Singh, ChaudhuriRanjan, Ranjan Chaudhuri, VermaSanjeev, Sanjeev Verma.
Psychological antecedents of apparel-buying intention for young Indian online shoppers. Journal of
Modelling in Management, ahead of print. [Abstract] [Full Text] [PDF]
12. Al-dweeriRami Mohammad, Rami Mohammad Al-dweeri, Ruiz MorenoAntonia, Antonia Ruiz Moreno,
MontesFrancisco Javier Llorens, Francisco Javier Llorens Montes, ObeidatZaid Mohammad, Zaid
Mohammad Obeidat, Al-dwairiKhaldoon M., Khaldoon M. Al-dwairi. The effect of e-service quality
on Jordanian student’s e-loyalty: an empirical study in online retailing. Industrial Management & Data
Systems, ahead of print. [Abstract] [Full Text] [PDF]
13. Massoud Moslehpour, Wing-Keung Wong, Yi Hsin Lin, Thi Le Huyen Nguyen. 2018. Top purchase
intention priorities of Vietnamese low cost carrier passengers: expectations and satisfaction. Eurasian
Business Review 8:4, 371-389. [Crossref]
14. Ajimon George. 2018. Perceptions of Internet banking users — a structural equation modelling (SEM)
approach. IIMB Management Review 30:4, 357-368. [Crossref]
15. KrishenAnjala S., Anjala S. Krishen, LeendersMark A.A.M., Mark A.A.M. Leenders, MuthalySiva, Siva
Muthaly, ZiółkowskaMarta, Marta Ziółkowska, LaTourMichael S., Michael S. LaTour. Social networking
from a social capital perspective: a cross-cultural analysis. European Journal of Marketing, ahead of print.
[Abstract] [Full Text] [PDF]
16. Murali Swapana, Chandrasekaran Padmavathy. 2018. Effect of Online Second-Hand Shopping Experience
on Repurchase Intention. International Journal of Asian Business and Information Management 9:4, 36-47.
[Crossref]
17. Maria Blasco Lopez, Nuria Recuero Virto, Sonia San-Martín. 2018. Local Food Shopping: Factors
Affecting Users’ Behavioural E-Loyalty. Administrative Sciences 8:3, 47. [Crossref]
18. OyedeleAdesegun, Adesegun Oyedele, SaldivarRoberto, Roberto Saldivar, HernandezMonica D., Monica
D. Hernandez, GoennerEmily, Emily Goenner. 2018. Modeling satisfaction and repurchase intentions
of mobile smart wristbands: the role of social mindfulness and perceived value. Young Consumers 19:3,
237-250. [Abstract] [Full Text] [PDF]
19. Xusen Cheng, Shixuan Fu, Gert-Jan de Vreede. 2018. A mixed method investigation of sharing
economy driven car-hailing services: Online and offline perspectives. International Journal of Information
Management 41, 57-64. [Crossref]
20. Hayat Ali. 2018. Measurement of e-services quality: an empirical study of University of Bahrain. Education
and Information Technologies 7. . [Crossref]
21. Naehyun (Paul) Jin, Sang-Mook Lee, Susan L. Slocum, Jerusalem Merkebu. 2018. Examining the healthy
food consumption in full-service restaurants: quality or non-quality cues?. Journal of Foodservice Business
Research 21:4, 394-419. [Crossref]
22. Yulia Vakulenko, Daniel Hellström, Klas Hjort. 2018. What's in the parcel locker? Exploring customer
value in e-commerce last mile delivery. Journal of Business Research 88, 421-427. [Crossref]
23. Massoud Moslehpour, Amri Khoirul, Pei-Kuan Lin. What do Indonesian Facebook Advertisers Want?
The Impact of E-Service Quality on E-Loyalty 1-6. [Crossref]
24. Long Pham, Stan Williamson, Ronald Berry. 2018. Student Perceptions of E-Learning Service Quality,
E-Satisfaction, and E-Loyalty. International Journal of Enterprise Information Systems 14:3, 19-40.
[Crossref]
25. Ali Tarhini, Ali Abdallah Alalwan, Nabeel Al-Qirim, Raed Algharabat, Ra'ed Masa'deh. 2018. An
Analysis of the Factors Influencing the Adoption of Online Shopping. International Journal of Technology
Diffusion 9:3, 68-87. [Crossref]
26. Yasir Ali Solangi, Zulfiqar Ali Solangi, Ali Raza, Madihah bt. S. Abd. Aziz, Mohd Syarqawy bin Hamzah,
Asadullah Shah. Social Commerce in E-Business of Pakistan: Opportunities, Challenges and Solutions
126-131. [Crossref]
27. ChopdarPrasanta Kr., Prasanta Kr. Chopdar, SivakumarV.J., V.J. Sivakumar. 2018. Understanding
psychological contract violation and its consequences on mobile shopping applications use in a developing
country context. Journal of Indian Business Research 10:2, 208-231. [Abstract] [Full Text] [PDF]
28. HanBangwool, Bangwool Han, KimMinho, Minho Kim, LeeJaehoon, Jaehoon Lee. 2018. Exploring
consumer attitudes and purchasing intentions of cross-border online shopping in Korea. Journal of Korea
Trade 22:2, 86-104. [Abstract] [Full Text] [PDF]
29. A. Lisdayanti, T.A Anwar. 2018. Increasing public awareness of consuming Indonesian coffee through
electronic marketing. IOP Conference Series: Earth and Environmental Science 164, 012019. [Crossref]
30. NiWenbin, Wenbin Ni, SunHongyi, Hongyi Sun. 2018. The trustworthiness of internet-based quality
signals: an interactivity perspective. Journal of Services Marketing 32:2, 195-210. [Abstract] [Full Text]
[PDF]
31. CaoYingxia, Yingxia Cao, AjjanHaya, Haya Ajjan, HongPaul, Paul Hong. 2018. Post-purchase shipping
and customer service experiences in online shopping and their impact on customer satisfaction. Asia Pacific
Journal of Marketing and Logistics 30:2, 400-416. [Abstract] [Full Text] [PDF]
32. Salih Yıldız, Mehmet Hanefi Topal, Emel Yıldız, Büşra Tosunoğlu. 2018. Factors Affecting the Use of
E-Government Services by Companies: An Application on EKAP. The Journal of International Scientific
Researches 3:1, 11-28. [Crossref]
33. ShiSi, Si Shi, MuRen, Ren Mu, LinLin, Lin Lin, ChenYang, Yang Chen, KouGang, Gang Kou, ChenXue-
Jiao, Xue-Jiao Chen. 2018. The impact of perceived online service quality on swift guanxi. Internet
Research 28:2, 432-455. [Abstract] [Full Text] [PDF]
34. L.G. Pee, James Jiang, Gary Klein. 2018. Signaling effect of website usability on repurchase intention.
International Journal of Information Management 39, 228-241. [Crossref]
35. Vijayalakshmi Dharmavaram, Rajyalakshmi Nittala. 2018. Service Quality and Customer Satisfaction in
Online Banking. International Journal of Online Marketing 8:2, 45-56. [Crossref]
36. Mohammad SalamehAnas Abdelsatar, Anas Abdelsatar Mohammad Salameh, AhmadHartini, Hartini
Ahmad, ZulhumadiFaisal, Faisal Zulhumadi, AbubakarFaruq Muhammad, Faruq Muhammad Abubakar.
2018. Relationships between system quality, service quality, and customer satisfaction. Journal of Systems
and Information Technology 20:1, 73-102. [Abstract] [Full Text] [PDF]
37. JaiyeobaOlumide Olasimbo, Olumide Olasimbo Jaiyeoba, ChimbiseTotwana Tito, Totwana Tito
Chimbise, Roberts-LombardMornay, Mornay Roberts-Lombard. 2018. E-service usage and satisfaction
in Botswana. African Journal of Economic and Management Studies 9:1, 2-13. [Abstract] [Full Text] [PDF]
38. FaridShahid, Shahid Farid, AhmadRodina, Rodina Ahmad, AlamMujahid, Mujahid Alam, AkbarAtif,
Atif Akbar, ChangVictor, Victor Chang. 2018. A sustainable quality assessment model for the information
delivery in E-learning systems. Information Discovery and Delivery 46:1, 1-25. [Abstract] [Full Text]
[PDF]
39. Gábor Nagy, Carol M. Megehee, Arch G. Woodside. Computing with Words in Modeling Firms’
Paradoxical Performances 155-236. [Abstract] [Full Text] [PDF] [PDF]
40. Manit Mishra. 2018. For Indian online shoppers, have saying and doing parted ways?. Psychology &
Marketing 35:1, 5-19. [Crossref]
41. Vivek Agrawal, Akash Agrawal, Anand Mohan Agrawal. EFA-FTOPSIS-Based Assessment of Service
Quality: Case of Shopping Websites 143-154. [Crossref]
42. Mohd. Khirzan Badzli A Rahman, Abdul Kadir Othman, Nurulhuda Amrin. The Effects of e-Service
Quality on Users’ Satisfaction: A Case of e-Filing at LHDN 87-98. [Crossref]
43. Somkiat Eiamkanchanalai, Nuttapol Assarut. Service Quality and Satisfaction of Traditional and
Technology-Enhanced Services 303-315. [Crossref]
44. Sharmila Pudaruth, Dhanishta Busviah. 2018. Developing and Testing a Pioneer Model for Online
Shopping Behavior for Natural Flowers: Evidence from Mauritius. Studies in Business and Economics 13:1. .
[Crossref]
45. Chandra Sekhar Patro. 2018. Predicting Consumers' Acceptance of Online Shopping on the Internet.
International Journal of Cyber Behavior, Psychology and Learning 8:1, 33-60. [Crossref]
46. Bo Liang, Yanbin Tu, Thomas Cline, Zhongyu Ma. China's E-Tailing Blossom 1530-1555. [Crossref]
47. Mohammad Anisur Rahman, Md. Aminul Islam, Bushra Humyra Esha, Nahida Sultana, Sujan
Chakravorty. 2018. Consumer buying behavior towards online shopping: An empirical study on Dhaka
city, Bangladesh. Cogent Business & Management 5:1. . [Crossref]
48. Ahad Zare Ravasan, Mohammad Amin Zare. A Framework for Assessing Websites Quality 248-272.
[Crossref]
49. Rohit Yadav, Tripti Mahara. 2017. An Empirical Study of Consumers Intention to Purchase Wooden
Handicraft Items Online: Using Extended Technology Acceptance Model. Global Business Review 1,
097215091771389. [Crossref]
50. Suk Bong Choi, Jin Min Kim. 2017. A comparative analysis of electronic service quality in the online
open market and social commerce: the case of Korean young adults. Service Business 6. . [Crossref]
51. Amandeep Kaur, Harpreet Kaur. 2017. Exploring E-governance Service Delivery Dimensions: A Study
of Registrar of Companies. Indian Journal of Public Administration 63:4, 557-566. [Crossref]
52. TaherdoostHamed, Hamed Taherdoost. 2017. Understanding of e-service security dimensions and its
effect on quality and intention to use. Information and Computer Security 25:5, 535-559. [Abstract] [Full
Text] [PDF]
53. Dinda Lestarini, Kridanto Surendro. Designing kano-based e-service quality model to improve user
satisfaction 147-152. [Crossref]
54. Khadijeh Heidarizadeh, Maryam Rassouli, Houman Manoochehri, Mansoureh Zagheri Tafreshi, Reza
Kashef Ghorbanpour. 2017. Nurses’ Perception of Challenges in the Use of an Electronic Nursing
Documentation System. CIN: Computers, Informatics, Nursing 35:11, 599-605. [Crossref]
55. Poonam Oberoi, Chirag Patel, Christophe Haon. 2017. Technology sourcing for website personalization
and social media marketing: A study of e-retailing industry. Journal of Business Research 80, 10-23.
[Crossref]
56. Karen C. Kao, Sally Rao Hill, Indrit Troshani. 2017. Online Consumers’ Responses to Deal Popularity
as an Extrinsic Cue. Journal of Computer Information Systems 57:4, 374-384. [Crossref]
57. Suaini Sura, Jongchang Ahn. 2017. The effects of service quality determinants on social networking site-
based commerce: the Malaysian customers’ perspective. Total Quality Management & Business Excellence
4, 1-15. [Crossref]
58. AhmadAsad, Asad Ahmad, RahmanObaidur, Obaidur Rahman, KhanMohammed Naved, Mohammed
Naved Khan. 2017. Exploring the role of website quality and hedonism in the formation of e-satisfaction
and e-loyalty. Journal of Research in Interactive Marketing 11:3, 246-267. [Abstract] [Full Text] [PDF]
59. Ilias O. Pappas, Panos E. Kourouthanassis, Michail N. Giannakos, George Lekakos. 2017. The interplay
of online shopping motivations and experiential factors on personalized e-commerce: A complexity theory
approach. Telematics and Informatics 34:5, 730-742. [Crossref]
60. Li-Wen Chuang, Shu-Ping Chiu. Analysis on Consumer Repeat Purchase Behavior of Buying Green
Products 145-148. [Crossref]
61. Li-Wen Chuang, Shu-Ping Chiu. Analysis on Consumer’s Repurchase Intention of Online Shopping
155-158. [Crossref]
62. Isaac Kofi Mensah, Jianing Mi. 2017. Electronic Government Services Adoption. International Journal of
Electronic Government Research 13:3, 38-54. [Crossref]
63. Rama Mohana Rao Katta, Chandra Sekhar Patro. 2017. Influence of Perceived Benefits on Consumers'
Online Purchase Behaviour. International Journal of Sociotechnology and Knowledge Development 9:3, 38-64.
[Crossref]
64. Maria Leonilde R. Varela, Goran D. Putnik, Maria do Sameiro Carvalho, Luís Ferreira, Maria Manuela
Cruz-Cunha, V. K. Manupati, K. Manoj. 2017. Analysing Critical Success Factors for Supporting Online
Shopping. International Journal of Web Portals 9:2, 1-19. [Crossref]
65. Gjoko Stamenkov, Zamir Dika. 2017. Quo vadis, (e-)service quality? Towards a sustainability paradigm.
Total Quality Management & Business Excellence 3, 1-16. [Crossref]
66. Tsu-Wei Yu. 2017. Can non-life insurers improve policyholder relationships in online services?. Total
Quality Management & Business Excellence 28:7-8, 825-839. [Crossref]
67. PengXianghui, Xianghui Peng, PeakDaniel, Daniel Peak, PrybutokVictor, Victor Prybutok, XuChenyan,
Chenyan Xu. 2017. The effect of product aesthetics information on website appeal in online shopping.
Nankai Business Review International 8:2, 190-209. [Abstract] [Full Text] [PDF]
68. Urvashi Tandon, Ravi Kiran, Ash N. Sah. 2017. Customer Satisfaction as Mediator Between Website
Service Quality and Repurchase Intention: An Emerging Economy Case. Service Science 9:2, 106-120.
[Crossref]
69. Rajiv Kumar, Amit Sachan, Arindam Mukherjee. 2017. Qualitative approach to determine user experience
of e-government services. Computers in Human Behavior 71, 299-306. [Crossref]
70. Rebwar Kamal Gharib, Elly Philpott, Yanqing Duan. 2017. Factors affecting active participation in B2B
online communities: An empirical investigation. Information & Management 54:4, 516-530. [Crossref]
71. KaliaPrateek, Prateek Kalia. 2017. Service quality scales in online retail: methodological issues.
International Journal of Operations & Production Management 37:5, 630-663. [Abstract] [Full Text] [PDF]
72. JainNikunj Kumar, Nikunj Kumar Jain, GajjarHasmukh, Hasmukh Gajjar, ShahBhavin J., Bhavin J. Shah,
SadhAshish, Ashish Sadh. 2017. E-fulfillment dimensions and its influence on customers in e-tailing: a
critical review. Asia Pacific Journal of Marketing and Logistics 29:2, 347-369. [Abstract] [Full Text] [PDF]
73. Jean-Éric Pelet, Benoît Lecat, Jashim Khan, Sharyn Rundle-Thiele, Linda W. Lee, Debbie Ellis,
Marianne M. C. Garry Wolf, Anne Lena Wegmann, Niki Kavoura, Vicky Katsoni. 2017. Don’t believe the
hype: a grounded exploratory six country wine purchasing study. Journal of Wine Research 28:2, 91-104.
[Crossref]
74. CookSasikarn Chatvijit, Sasikarn Chatvijit Cook, YurchisinJennifer, Jennifer Yurchisin. 2017. Fast
fashion environments: consumer’s heaven or retailer’s nightmare?. International Journal of Retail &
Distribution Management 45:2, 143-157. [Abstract] [Full Text] [PDF]
75. WangMay, May Wang, ChoStella, Stella Cho, DentonTrey, Trey Denton. 2017. The impact of
personalization and compatibility with past experience on e-banking usage. International Journal of Bank
Marketing 35:1, 45-55. [Abstract] [Full Text] [PDF]
76. Kuo-Chien Chang. 2017. Feeling leads to believing: a Kansei-based approach to explore website users’
purchase intention in the travel agency sector. Information Systems and e-Business Management 15:1, 21-50.
[Crossref]
77. Juho Hamari, Nicolai Hanner, Jonna Koivisto. 2017. Service quality explains why people use freemium
services but not if they go premium: An empirical study in free-to-play games. International Journal of
Information Management 37:1, 1449-1459. [Crossref]
78. 김김김, 김김김, 김김김. 2017. The Effects of a Coffee Shop Franchise’s E-Service Quality on Long-term
Orientation, Consumer Commitment and Satisfaction. Journal of Distribution Science 15:2, 37-46.
[Crossref]
79. T. Sai Vijay, Sanjeev Prashar, Chandan Parsad. 2017. Role of Shopping Values and Web Atmospherics in
E-Satisfaction and Repurchase Intention. Journal of Internet Commerce 16:1, 32-52. [Crossref]
80. Madad Ali, Fahad Asmi, Md. Mashiur Rahman, Naveed Malik, Muhammad Salman Ahmad. 2017.
Evaluation of E-Service Quality through Customer Satisfaction (a Case Study of FBR E-Taxation). Open
Journal of Social Sciences 05:09, 175-195. [Crossref]
81. Mar Gómez, Belén González-Díaz, David Martín-Consuegra, Arturo Molina. 2017. How do offline
and online environments matter in the relational marketing approach?. Economic Research-Ekonomska
Istraživanja 30:1, 368-380. [Crossref]
82. N. Gladson Nwokah, Sarah Walter Ntah. 2017. Website Quality and Online Shopping of E-Tail Stores
in Nigeria. Journal of Service Science and Management 10:06, 497-517. [Crossref]
83. Sarah Netter. User Satisfaction and Dissatisfaction in the App Sharing Economy 217-244. [Crossref]
84. Gábor Nagy, Carol M. Megehee, Arch G. Woodside, Tommi Laukkanen, Saku Hirvonen, Helen
Reijonen. 2017. Achieving requisite variety in modeling firms' strategy heterogeneities: Explaining
paradoxical firm-market performances. Industrial Marketing Management 65, 100. [Crossref]
85. Mashhour H. Baeshen, Malcolm J. Beynon, Kate L. Daunt. Fuzzy Clustering 40-61. [Crossref]
86. Mercy Mpinganjira. 2016. An investigation of customer attitude towards online stores. African Journal of
Science, Technology, Innovation and Development 8:5-6, 447-456. [Crossref]
87. Huan-Ming Chuang, You-Shyang Chen, Chyuan-Yuh Lin, Pei-Chih Yu. 2016. Featuring the e-service
quality of online website from a varied perspective. Human-centric Computing and Information Sciences
6:1. . [Crossref]
88. Inés Küster, Natalia Vila, Pedro Canales. 2016. How does the online service level influence consumers’
purchase intentions before a transaction? A formative approach. European Journal of Management and
Business Economics 25:3, 111-120. [Crossref]
89. DaudaSamson Yusuf, Samson Yusuf Dauda, LeeJongsu, Jongsu Lee. 2016. Quality of service and customer
satisfaction: a conjoint analysis for the Nigerian bank customers. International Journal of Bank Marketing
90. Luís Filipe Rodrigues, Carlos J. Costa, Abílio Oliveira. 2016. Gamification: A framework for designing
software in e-banking. Computers in Human Behavior 62, 620-634. [Crossref]
91. Huei-Ting Tsai, Hsin-Cheng Chang, Ming-Tien Tsai. 2016. Predicting repurchase intention for online
clothing brands in Taiwan: quality disconfirmation, satisfaction, and corporate social responsibility.
Electronic Commerce Research 16:3, 375-399. [Crossref]
92. Gjoko Stamenkov, Zamir Dika. 2016. Bank employees’ internal and external perspectives on e-service
quality, satisfaction and loyalty. Electronic Markets 26:3, 291-309. [Crossref]
93. JayakumarTulsi, Tulsi Jayakumar. 2016. Behavioral lessons from Flipkart’s Big-Billion Day sale.
Competitiveness Review 26:4, 453-475. [Abstract] [Full Text] [PDF]
94. Robert Pavur, A. B. M. Abdullah, Md Wahid Murad. 2016. Factors Influencing Web Customers’
Willingness to Engage in Online Shopping with an Internet Retailer. Journal of Internet Commerce 15:3,
292-310. [Crossref]
95. Gerson Tontini. 2016. Identifying opportunities for improvement in online shopping sites. Journal of
Retailing and Consumer Services 31, 228-238. [Crossref]
96. Liziane Silva Menezes, Miguel Afonso Sellitto, Tatiane Pereira Librelato, Miriam Borchardt, Giancarlo
Medeiros Pereira. 2016. Identification and quantification of influent factors in perceived quality of the
e-service provided by a university. Business Process Management Journal 22:3, 438-457. [Abstract] [Full
Text] [PDF]
97. Ling Jiang, Minjoon Jun, Zhilin Yang. 2016. Customer-perceived value and loyalty: how do key service
quality dimensions matter in the context of B2C e-commerce?. Service Business 10:2, 301-317. [Crossref]
98. Adenekan (Nick) Dedeke. 2016. Travel web-site design: Information task-fit, service quality and purchase
intention. Tourism Management 54, 541-554. [Crossref]
99. Hongyi Sun, Wenbin Ni, Zhiqiang Wang. 2016. A consumption system model integrating quality,
satisfaction and behavioral intentions in online shopping. Information Technology and Management 17:2,
165-177. [Crossref]
100. M. L. R. Varela, M. F. Ferreira, G. G. Vieira, V. K. Manupati, K. Manoj. A multi-perspective integrated
framework of critical success factors for supporting on-line shopping 1-6. [Crossref]
101. Young Hee Joh. 2016. Effects of Service Quality and Food Quality on Purchase Intention in Electronic
Commerce of Food Products. The Korean Journal of Community Living Science 27:2, 305-318. [Crossref]
102. Thomas Waweru Gakobo, Mlenga G. Jere. 2016. An application of the theory of planned behaviour to
predict intention to consume African indigenous foods in Kenya. British Food Journal 118:5, 1268-1280.
103. Ong Soo Ting, Mohd Shoki Md Ariff, Norhayati Zakuan, Zuraidah Sulaiman, Muhamad Zameri
Mat Saman. 2016. E-Service Quality, E-Satisfaction and E-Loyalty of Online Shoppers in Business to
Consumer Market; Evidence form Malaysia. IOP Conference Series: Materials Science and Engineering 131,
012012. [Crossref]
104. Tan Shea Lee, Mohd Shoki Md Ariff, Norhayati Zakuan, Zuraidah Sulaiman, Muhamad Zameri Mat
Saman. 2016. Online Sellers’ Website Quality Influencing Online Buyers’ Purchase Intention. IOP
Conference Series: Materials Science and Engineering 131, 012014. [Crossref]
105. Zehra Bozbay, Yılmaz Yaman, Erdem Özkan. 2016. The Role of Service Quality on Customer Satisfaction
in Internet Retailing: A Comparative Study of Apparel and Book Industries. Journal of Transportation
and Logistics 1:1, 19-19. [Crossref]
106. Asad Ahmad, Obaidur Rahman, Mohammed Naved Khan. 2016. Consumer's Perception of Website
Service Quality: An Empirical Study. Journal of Internet Commerce 15:2, 125-141. [Crossref]
107. Natasha Adellia, Adhi Prasetio. Customer perception mapping analysis of Indonesian e-commerce
marketplace sites based on attributes usability, site design, information quality, trust, and empathy (Case
study of Tokopedia, Bukalapak, Elevenia, Qoo10, and Rakuten) 1-7. [Crossref]
108. Hisain Elshaafi, Dmitri Botvich. 2016. Optimisation-based collaborative determination of component
trustworthiness in service compositions. Security and Communication Networks 9:6, 513-527. [Crossref]
109. Atanu Adhikari, Saurabh Bhattacharya. 2016. Appraisal of literature on customer experience in tourism
sector: review and framework. Current Issues in Tourism 19:4, 296-321. [Crossref]
110. Toni Lupo. 2016. A fuzzy framework to evaluate service quality in the healthcare industry: An empirical
case of public hospital service evaluation in Sicily. Applied Soft Computing 40, 468-478. [Crossref]
111. Rajarshi Chakraborty, Jaeung Lee, Sharmistha Bagchi-Sen, Shambhu Upadhyaya, H. Raghav Rao. 2016.
Online shopping intention in the context of data breach in online retail stores: An examination of older
and younger adults. Decision Support Systems 83, 47-56. [Crossref]
112. Jin Min Kim, Suk Bong Choi. 2016. An integrated application of Kano’s model and AHP to Korean
online open market services. Multimedia Tools and Applications 6. . [Crossref]
113. Tomasz Szopiński, Marcin Waldemar Staniewski. 2016. Socio-economic factors determining the way e-
tourism is used in European Union member states. Internet Research 26:1, 2-21. [Abstract] [Full Text]
[PDF]
114. Jasmina Berbegal-Mirabent, Marta Mas-Machuca, Frederic Marimon. 2016. Antecedents of online
purchasing behaviour in the tourism sector. Industrial Management & Data Systems 116:1, 87-102.
115. Kong, Myeong-Suk, Cho, Yeon-Haeng, Yeonhaeng Cho. 2016. Benefits and satisfaction of the non face
to face channels-based on consumers’ view in insurance industry. The Korean Journal of Consumer and
Advertising Psychology 17:1, 223-245. [Crossref]
116. Arpita Khare, Anshuman Khare, Sourjo Mukherjee, Tanuj Goyal. 2016. Do consumer shopping styles
influence consumer attitudes toward services offered by shopping websites?. Journal of International
Consumer Marketing 28:1, 28-41. [Crossref]
117. Andrada Comanac, Paola Musile Tanzi, Fabio Ancarani. Insurance Companies and E-Marketing
Activities: An Empirical Analysis in the Italian Market 85-113. [Crossref]
118. Zequn Li, Honglei Li, Ling Shao. Improving Online Customer Shopping Experience with Computer
Vision and Machine Learning Methods 427-436. [Crossref]
119. Arpita Khare. 2016. Consumer Shopping Styles and Online Shopping: An Empirical Study of Indian
Consumers. Journal of Global Marketing 29:1, 40-53. [Crossref]
120. H. Iberahim, N.K. Mohd Taufik, A.S. Mohd Adzmir, H. Saharuddin. 2016. Customer Satisfaction on
Reliability and Responsiveness of Self Service Technology for Retail Banking Services. Procedia Economics
and Finance 37, 13-20. [Crossref]
121. Debasish Mishra. A Customer Loyalty Model for Online Retail in India 113-129. [Crossref]
122. Dorie Pandora Kesuma, Achmad Nizar Hidayanto, Meyliana, Kongkiti Phusavat, Dina Chahyati.
Integrating E-SERVQUAL and Kano Model into Quality Function Deployment to Improve Website
Service Quality: An Application to University's Website 52-86. [Crossref]
123. Honglei Li, Nnanyelugo Aham-Anyanwu, Cemal Tevrizci, Xin Luo. 2015. The interplay between
value and service quality experience: e-loyalty development process through the eTailQ scale and value
perception. Electronic Commerce Research 15:4, 585-615. [Crossref]
124. Joon Koh, Sujeong Choi, Baicheng An. 2015. Determinants of Customer Loyalty in the Context of Online
Shopping: A Comparative Analysis of Internet Shopping and Mobile Shopping. The Journal of the Korea
Contents Association 15:11, 486-500. [Crossref]
125. Olga Perdikaki, David Xiaosong Peng, Gregory R. Heim. 2015. Impact of Customer Traffic and
Service Process Outsourcing Levels on e-Retailer Operational Performance. Production and Operations
Management 24:11, 1794-1811. [Crossref]
126. Minkyoung Kim, Younghoon Chang, Myeong-Cheol Park, Jongtae Lee. 2015. The effects of service
interactivity on the satisfaction and the loyalty of smartphone users. Telematics and Informatics 32:4,
949-960. [Crossref]
127. Tamer H. Elsharnouby, Abeer A. Mahrous. 2015. Customer participation in online co-creation
experience: the role of e-service quality. Journal of Research in Interactive Marketing 9:4, 313-336.
128. Yen-Chun Jim Wu, Ju-Peng Shen, Chan-Lan Chang. 2015. Electronic service quality of Facebook social
commerce and collaborative learning. Computers in Human Behavior 51, 1395-1402. [Crossref]
129. Hsiu-Fen Lin, Yi-Wen Huang. 2015. Factors affecting passenger choice of low cost carriers: An analytic
network process approach. Tourism Management Perspectives 16, 1-10. [Crossref]
130. Eunjung No, Jin Ki Kim. 2015. Comparing the attributes of online tourism information sources.
Computers in Human Behavior 50, 564-575. [Crossref]
131. Hsiu-Fen Lin. 2015. The impact of company-dependent and company-independent information
sources on organizational attractiveness perceptions. Journal of Management Development 34:8, 941-959.
132. Grégory Bressolles, Francois Durrieu, Kenneth R Deans. 2015. An examination of the online service-
profit chain. International Journal of Retail & Distribution Management 43:8, 727-751. [Abstract] [Full
Text] [PDF]
133. C. N. Noorshella, A. M. Abdullah, A. R. Nursalihah. 2015. Examining the Key Factors Affecting e-
Service Quality of Small Online Apparel Businesses in Malaysia. SAGE Open 5:2. . [Crossref]
134. Eunil Park, Heetae Kim, Jay Y. Ohm. 2015. Understanding driver adoption of car navigation systems using
the extended technology acceptance model. Behaviour & Information Technology 34:7, 741-751. [Crossref]
135. Jun Sun, Zhaojun Yang, Ying Wang, Yali Zhang. 2015. Rethinking E-Commerce Service Quality: Does
Website Quality Still Suffice?. Journal of Computer Information Systems 55:4, 62-72. [Crossref]
136. Sukanya Kundu, Saroj Kumar Datta. 2015. Impact of trust on the relationship of e-service quality and
customer satisfaction. EuroMed Journal of Business 10:1, 21-46. [Abstract] [Full Text] [PDF]
137. Iham Tariq Ismail Al-Nuaimi, Ahmad Kamil Bin Mahmood, Emy Elyanee Mustapha, Hamid H Jebur.
Analysis of significant dimensions of e-service quality in Malaysian universities 179-184. [Crossref]
138. Bedman Narteh. 2015. Perceived service quality and satisfaction of self-service technology. International
Journal of Quality & Reliability Management 32:4, 361-380. [Abstract] [Full Text] [PDF]
139. Mohammad Al- Nasser, Rabiul Islam, Irwan Shah Zainal Abidin, Muhammad Azam, Akhiles Chandra
Prabhakar. 2015. Analysis of E-service Quality through Online Shopping. Research Journal of Business
Management 9:3, 422-442. [Crossref]
140. Eun-Young Jang, Sang-Joon Lee, Kyeong-Rak Lee, Sang-Hyun Lee. 2015. Activation Plan for
Online Shopping Mall of Kids' Furniture. The Journal of the Institute of Webcasting, Internet and
Telecommunication 15:1, 291-298. [Crossref]
141. Xiao Wei, Xiangfeng Luo, Qing Li, Jun Zhang, Zheng Xu. 2015. Online Comment-Based Hotel Quality
Automatic Assessment Using Improved Fuzzy Comprehensive Evaluation and Fuzzy Cognitive Map. IEEE
Transactions on Fuzzy Systems 23:1, 72-84. [Crossref]
142. Nakanya Chumsombat. E-government Service The Case of E-tax filing in Thailand 451-455. [Crossref]
143. Jasur Hasanov, Haliyana Khalid. 2015. The Impact of Website Quality on Online Purchase Intention
of Organic Food in Malaysia: A WebQual Model Approach. Procedia Computer Science 72, 382-389.
[Crossref]
144. Meriem Laifa, Samir Akrouf, Ramdane Maamri. Online Social Trust 1-6. [Crossref]
145. Yu-Kai Huang, Wei-Shang Fan, Ming-Chun Tsai, Ying-Hui Ho. 2015. Using Importance-Performance
Analysis in Evaluating Taiwan Blog e-Service Quality. Journal of Economics, Business and Management
3:3, 338-345. [Crossref]
146. Hogyu Choi, Lee, Young-Hoon. 2014. The Effect of Customer Participation in Internet Banking on
Cross-Buying Intentions. Productivity Review 28:4, 255-287. [Crossref]
147. Kholoud Al-Qeisi, Charles Dennis, Eleftherios Alamanos, Chanaka Jayawardhena. 2014. Website design
quality and usage behavior: Unified Theory of Acceptance and Use of Technology. Journal of Business
148. Stuart J. Barnes, Richard T. Vidgen. 2014. Technology socialness and Web site satisfaction. Technological
Forecasting and Social Change 89, 12-25. [Crossref]
149. Nakanya Chumsombat. Factors Influencing User Satisfaction of E-Tax Filing: The Study of Small and
Medium Enterprises (SMEs) 68-73. [Crossref]
150. Chao Wen, Victor R. Prybutok, Charles Blankson, Jiaming Fang. 2014. The role of E-quality within the
consumer decision making process. International Journal of Operations & Production Management 34:12,
1506-1536. [Abstract] [Full Text] [PDF]
151. Cedric Hsi-Jui Wu, Hung-Jen Li, Chung-Wen Chiu. 2014. Understanding Consumer Responses to
Travel Websites from Online Shopping Value and Flow Experience Perspectives. Tourism Economics 20:5,
1087-1103. [Crossref]
152. Koushiki Choudhury. 2014. Service quality and word of mouth: a study of the banking sector. International
Journal of Bank Marketing 32:7, 612-627. [Abstract] [Full Text] [PDF]
153. Tina Suzanne Harrison, Okey Peter Onyia, Stephen K. Tagg. 2014. Towards a universal model of internet
banking adoption: initial conceptualization. International Journal of Bank Marketing 32:7, 647-687.
154. Yoon Jin Ma, Hyun-Hwa Lee. 2014. Consumer responses toward online review manipulation. Journal of
Research in Interactive Marketing 8:3, 224-244. [Abstract] [Full Text] [PDF]
155. Sukanya Kundu, Saroj Kumar Datta. 2014. A Scale for Measuring Internet Banking Service Quality.
Journal of Electronic Commerce in Organizations 12:3, 12-39. [Crossref]
156. Yung-Shen Yen. 2014. The interaction effect on customer purchase intention in e-commerce. Asia Pacific
Journal of Marketing and Logistics 26:3, 472-493. [Abstract] [Full Text] [PDF]
157. Niall Piercy. 2014. Online service quality: Content and process of analysis. Journal of Marketing
Management 30:7-8, 747-785. [Crossref]
158. Madeleine Stiglingh. 2014. A measuring instrument to evaluate e-service quality in a revenue authority
setting. Public Relations Review 40:2, 216-225. [Crossref]
159. Park, Yong Hee, Seong-Ki Kim, HanGyoun Kang. 2014. A Study on Service Quality and Customer
Satisfaction, Loyalty of Car Insurance’s Non-face-to-face Sales Channels. Journal of Korea Service
Management Society 15:2, 173-204. [Crossref]
160. Iham Tariq Ismail Al-Nuaimi, Ahmad Kamil Bin Mahmood, Hamid H Jebur. Proposed conceptual model
for E-service quality in Malaysian universities 1-6. [Crossref]
161. Suresh Kandulapati, Raja Shekhar Bellamkonda. 2014. E-service quality: a study of online shoppers in
India. American Journal of Business 29:2, 178-188. [Abstract] [Full Text] [PDF]
162. Michael D. Clemes, Christopher Gan, Junli Zhang. 2014. An empirical analysis of online shopping
adoption in Beijing, China. Journal of Retailing and Consumer Services 21:3, 364-375. [Crossref]
163. Metin Argan, Guven Sevil, Abdullah Yalama. 2014. The Effect of Word-of-Mouth Communication on
Stock Holdings and Trades: Empirical Evidence From an Emerging Market. Journal of Behavioral Finance
15:2, 89-98. [Crossref]
164. Wen-Yu Chiang. 2014. Applying data mining with a new model on customer relationship management
systems: a case of airline industry in Taiwan. Transportation Letters 6:2, 89-97. [Crossref]
165. Hadi Teimouri, Shirin Rafiei Samani, Soroosh Emami, Shiva Hamidipour. Studying the Key indicators
of e-service quality in success of e-commerce 1-8. [Crossref]
166. Ibrahim H. Osman, Abdel Latef Anouze, Zahir Irani, Baydaa Al-Ayoubi, Habin Lee, Asım Balcı, Tunç D.
Medeni, Vishanth Weerakkody. 2014. COBRA framework to evaluate e-government services: A citizen-
centric perspective. Government Information Quarterly 31:2, 243-256. [Crossref]
167. Kamaladevi B., Vanitha Mani M.R.. 2014. e-Shopping Experience in e-Tail Market. International Journal
of Information Systems and Social Change 5:2, 13-24. [Crossref]
168. Manish Kumar Yadav, Alok Kumar Rai, Medha Srivastava. 2014. Exploring the Three- Path Mediation
Model. International Journal of Customer Relationship Marketing and Management 5:2, 1-20. [Crossref]
169. Samar Mouakket. 2014. Investigating the Motives of Customers' Continuance Intentions towards Online
Reservation. Journal of Organizational and End User Computing 26:2, 18-40. [Crossref]
170. Natalia Vila, Inés Kuster. 2014. How Can Secure Websites Improve Buying Intention?. Journal of
Organizational and End User Computing 26:2, 41-59. [Crossref]
171. Arpita Khare, Amrut Sadachar. 2014. Collective Self-Esteem and Online Shopping Attitudes among
College Students: Comparison between the U.S. and India. Journal of International Consumer Marketing
26:2, 106-121. [Crossref]

172. Ilias O. Pappas, Adamantia G. Pateli, Michail N. Giannakos, Vassilios Chrissikopoulos. 2014. Moderating
effects of online shopping experience on customer satisfaction and repurchase intentions. International
Journal of Retail & Distribution Management 42:3, 187-204. [Abstract] [Full Text] [PDF]
173. Eunil Park, Ki Joon Kim. 2014. Driver acceptance of car navigation systems: integration of locational
accuracy, processing speed, and service and display quality with technology acceptance model. Personal
and Ubiquitous Computing 18:3, 503-513. [Crossref]
174. Nicolas Gregori, Roberto Daniele, Levent Altinay. 2014. Affiliate Marketing in Tourism. Journal of Travel
175. Mahmood Hussain Shah, Hamid Reza Peikari, Norjaya M. Yasin. 2014. The determinants of individuals’
perceived e-security: Evidence from Malaysia. International Journal of Information Management 34:1,
48-57. [Crossref]
176. Ying-Feng Kuo, Chung-Hsien Wu. Understanding the Drivers of Sponsors' Intentions in Online
Crowdfunding 433-438. [Crossref]
177. Obadă Daniel Rareş. 2014. Measuring Perceived Service Quality Offline vs. Online: A New PeSQ
Conceptual Model. Procedia Economics and Finance 15, 538-551. [Crossref]
178. Xiao Jiang, Shaobo Ji. E-Government Web Portal Adoption: A Service Level and Service Quality
Perspective 2179-2188. [Crossref]
179. Nachiappan Subramanian, Angappa Gunasekaran, Jie Yu, Jiang Cheng, Kun Ning. 2014. Customer
satisfaction and competitiveness in the Chinese E-retailing: Structural equation modeling (SEM)
approach to identify the role of quality factors. Expert Systems with Applications 41:1, 69-80. [Crossref]
180. Ton Spil, Richard Klein. Personal Health Records Success: Why Google Health Failed and What Does
that Mean for Microsoft HealthVault? 2818-2827. [Crossref]
181. Mohammad Amin Zare, Ahad Zare Ravasan. 2014. A Framework for Assessing Governmental Websites
Quality. International Journal of E-Services and Mobile Applications 6:1, 44-65. [Crossref]
182. Hisain Elshaafi, Jimmy McGibney, Dmitri Botvich. Aggregation and Optimisation of Trustworthiness
of Composite Services 150-172. [Crossref]
183. Salah Alhyari, Mohammad Alhyari. Toward Quality Measurement Approaches for Improving E-
Government Services in Jordan 82-98. [Crossref]
184. Maslin Masrom, Edith Lim, Sabariyah Din. Security and Quality Issues in Trusting E-Government
Service Delivery 197-218. [Crossref]
185. Riadh Ladhari, André Leclerc. 2013. Building loyalty with online financial services customers: Is there a
gender difference?. Journal of Retailing and Consumer Services 20:6, 560-569. [Crossref]
186. Nitin Walia, Fatemeh Mariam Zahedi. 2013. Success Strategies and Web Elements in Online Marketplaces:
A Moderated-Mediation Analysis of Seller Types on eBay. IEEE Transactions on Engineering Management
60:4, 763-776. [Crossref]
187. Hande Sinem Ergün, Zeynep Kabadayı Kuşcu. 2013. Innovation Orientation, Market Orientation and e-
Loyalty: Evidence from Turkish e-Commerce Customers. Procedia - Social and Behavioral Sciences 99,
509-516. [Crossref]
188. Saleh Mohamed Fadel Bukhari, Ahmad Ghoneim, Charles Dennis, Bothina Jamjoom. 2013. The
antecedents of travellers’ e-satisfaction and intention to buy airline tickets online. Journal of Enterprise
Information Management 26:6, 624-641. [Abstract] [Full Text] [PDF]
189. Eman Gadalla, Kathy Keeling, Ibrahim Abosag. 2013. Metaverse-retail service quality: A future framework
for retail service quality in the 3D internet. Journal of Marketing Management 29:13-14, 1493-1517.
[Crossref]
190. Ana Rosa Del Águila-Obra, Antonio Padilla-Meléndez, Rami M.O.O. Al-dweeri. 2013. The influence
of electronic service quality on loyalty in postal services: the mediating role of satisfaction. Total Quality
Management & Business Excellence 24:9-10, 1111-1123. [Crossref]
191. Zhong Yan Lin. 2013. Research on the Optimization Path of Regional Tertiary Industry from E-
Commerce Perspective - In the Case of Fujian Province. Advanced Materials Research 774-776, 1996-2003.
[Crossref]
192. Miran Ismail Hussien, Rasha Abd El Aziz. 2013. Investigating e-banking service quality in one of Egypt’s
banks: a stakeholder analysis. The TQM Journal 25:5, 557-576. [Abstract] [Full Text] [PDF]
193. I Gede Mahatma Yuda Bakti, Sik Sumaedi. 2013. An analysis of library customer loyalty. Library
Management 34:6/7, 397-414. [Abstract] [Full Text] [PDF]
194. Statia Elliot, Guoxin Li, Chris Choi. 2013. Understanding service quality in a virtual travel community
environment. Journal of Business Research 66:8, 1153-1160. [Crossref]
195. Rose Sebastianelli, Nabil Tamimi. 2013. An Examination of Attributes Affecting Consumers' Perceptions
of E-tailer Quality. Journal of Internet Commerce 12:3, 268-283. [Crossref]
196. Arash Rahnamaee, Paul D Berger. 2013. Investigating consumers’ online purchasing behavior: Single-
brand e-retailers versus multi-brand e-retailers. Journal of Marketing Analytics 1:3, 138-148. [Crossref]
197. Ryan C. White, Sacha Joseph-Mathews, Clay M. Voorhees. 2013. The effects of service on multichannel
retailers ' brand equity. Journal of Services Marketing 27:4, 259-270. [Abstract] [Full Text] [PDF]
198. Kughee Kim, Eunbee Hong, Seungmin Rho. 2013. The study of defined buying factors affecting trust
building and service performance in financial management systems. Mathematical and Computer Modelling
58:1-2, 38-48. [Crossref]
199. Ali Alawneh, Hasan Al-Refai, Khaldoun Batiha. 2013. Measuring user satisfaction from e-Government
services: Lessons from Jordan. Government Information Quarterly 30:3, 277-288. [Crossref]
200. Eugenia Papaioannou, Costas Assimakopoulos, Christos Sarmaniotis, Christos K. Georgiadis. 2013.
Investigating customer satisfaction dimensions with service quality of online auctions: an empirical
investigation of e-Bay. Information Systems and e-Business Management 11:2, 313-330. [Crossref]
201. Jochen Strähle. 2013. Online fashion shopping: mystery shopping-based evaluation of online German
fashion stores. Journal of Global Fashion Marketing 4:3, 193-210. [Crossref]
202. Jongtae Lee, Myeong-Cheol Park. 2013. Factors affecting the smartphone users to use the mobile
portal services: focusing on Korean mobile portals. Information Systems and e-Business Management 11:2,
235-252. [Crossref]
203. Ying‐Feng Kuo, Tzu‐Li Hu, Shu‐Chen Yang. 2013. Effects of inertia and satisfaction in female online
shoppers on repeat‐purchase intention. Managing Service Quality: An International Journal 23:3, 168-187.
204. Mark Springer, Craig Tyran, Steve Ross. 2013. Assessing the Quality of a Decision Support E-Service.
International Journal of E-Business Research 9:2, 61-80. [Crossref]
205. Albert Chong Yan Vun, Amran Harun, Jaratin Lily, Charlie Albert Lasuin. 2013. Service Quality and
Customer Loyalty. International Journal of Online Marketing 3:2, 1-19. [Crossref]
206. Per Närman, Hannes Holm, Mathias Ekstedt, Nicholas Honeth. 2013. Using enterprise architecture
analysis and interview data to estimate service response time. The Journal of Strategic Information Systems
22:1, 70-85. [Crossref]
207. Hsiu-Fen Lin. 2013. Determining the relative importance of mobile banking quality factors. Computer
Standards & Interfaces 35:2, 195-204. [Crossref]
208. Hyun-Joo Lee, Ann Fairhurst, Hyeon Jeong Cho. 2013. Gender differences in consumer evaluations of
service quality: self-service kiosks in retail. The Service Industries Journal 33:2, 248-265. [Crossref]
209. Anna S. Mattila, Luisa Andreau, Lydia Hanks, Ellen E. Kim. 2013. The impact of cyberostracism
on online complaint handling. International Journal of Retail & Distribution Management 41:1, 45-60.
210. Bedman Narteh. 2013. Service quality in automated teller machines: an empirical investigation. Managing
Service Quality: An International Journal 23:1, 62-89. [Abstract] [Full Text] [PDF]
211. A. A. Alawneh, F. Ai-Taani, Ahmad Ai-Azzam, R. Al-Radaideh. A proposed measurement scale for e-
banking services quality in jordan 1-14. [Crossref]
212. Rahmath Safeena, Hema Date, Nisar Hundewale, Abdullah Kammani. 2013. Combination of TAM and
TPB in Internet Banking Adoption. International Journal of Computer Theory and Engineering 146-150.
[Crossref]
213. Vaggelis Saprikis. 2013. A Longitudinal Investigation on Greek University Students’ Perceptions Towards
Online Shopping. Journal of Electronic Commerce in Organizations 11:1, 43-62. [Crossref]
214. Pablo Zoghbi Manrique-de-Lara. 2013. Does Discretionary Internet-based Behavior of Instructors
Contribute to Student Satisfaction?. International Journal of Cyber Behavior, Psychology and Learning 3:1,
50-66. [Crossref]
215. Michail N. Giannakos, Adamantia G. Pateli, Ilias O. Pappas. Identifying the Direct Effect of Experience
and the Moderating Effect of Satisfaction in the Greek Online Market 77-97. [Crossref]
216. Ng Yee Boon, T. Ramayah, Teoh Ai Ping, May-Chiun Lo. Intention to Use E-Government Websites
among Universiti Sains Malaysia (USM) Students 169-180. [Crossref]
217. Nabeel Farouq Al-Mushash, Ayman Bassam Nassuora. 2012. Factors Determining e-learning Service
Quality in Jordanian Higher Education Environment. Journal of Applied Sciences 12:14, 1474-1480.
[Crossref]
218. SungEuiCho. 2012. Factors affecting customer purchase intention on customized products or services in
electronic commerce. Journal of Korea Service Management Society 13:5, 151-176. [Crossref]
219. Wen-Lung Shiau, Margaret Meiling Luo. 2012. Factors affecting online group buying intention and
satisfaction: A social exchange theory perspective. Computers in Human Behavior 28:6, 2431-2444.
[Crossref]
220. Rui Sousa. 2012. The moderating effect of channel use on the quality‐loyalty relationship in multi‐
channel e‐services. International Journal of Quality & Reliability Management 29:9, 1019-1037. [Abstract]
[Full Text] [PDF]
221. Mohammed Ateeq Alanezi, Ahmad Kamil Mahmood, Shuib Basri. 2012. E-Government Service Quality:
A Qualitative Evaluation in the Case of Saudi Arabia. The Electronic Journal of Information Systems in
Developing Countries 54:1, 1-20. [Crossref]
222. Aron O'Cass, Jamie Carlson. 2012. An empirical assessment of consumers' evaluations of web site service
quality: conceptualizing and testing a formative model. Journal of Services Marketing 26:6, 419-434.

223. Rui Sousa, Chris Voss. 2012. The impacts of e-service quality on customer behaviour in multi-channel
e-services. Total Quality Management & Business Excellence 23:7-8, 789-806. [Crossref]
224. M. Adam Mahmood, Mikko Siponen, Francisco J. López, Anthony Vance. 2012. Measuring Electronic
Commerce Technology–Enabled Business Value: An Empirical Investigation. Journal of Organizational
Computing and Electronic Commerce 22:3, 256-279. [Crossref]
225. Wai-Ching Poon, Christina Kwai-Choi Lee. 2012. E-Service Quality: An Empirical Investigation. Journal
of Asia-Pacific Business 13:3, 229-262. [Crossref]
226. Nelson K. F. Tsang, Louisa Y. S. Lee, Alan Wong, Rita Chong. 2012. THEMEQUAL—Adapting the
SERVQUAL Scale to Theme Park Services: A Case of Hong Kong Disneyland. Journal of Travel &
Tourism Marketing 29:5, 416-429. [Crossref]
227. Chun-Han Cho, Seung-Ho Ahn, Young-Don Son. 2012. A Study Regarding the Effects of Direction
of Comments about Online Reviews and Credibility of Web Sites on Brand Attitudes Toward Services :
Comparison between Korean and Chinese Cases. Journal of the Korea society of IT services 11:2, 69-91.
[Crossref]
228. Mohammed Ateeq Alanezi, Ahmad Kamil Mahmood, Shuib Basri. A proposed model for assessing e-
government service quality: An E-S-QUAL approach 130-135. [Crossref]
229. Pablo Zoghbi-Manrique-de-Lara. 2012. Reconsidering the boundaries of the cyberloafing activity: the
case of a university. Behaviour & Information Technology 31:5, 469-479. [Crossref]
230. Sejin Ha, Leslie Stoel. 2012. Online apparel retailing: roles of e‐shopping quality and experiential e‐
shopping motives. Journal of Service Management 23:2, 197-215. [Abstract] [Full Text] [PDF]
231. Sejin Ha, Hyunjoo Im. 2012. Identifying the Role of Self-Congruence on Shopping Behavior in the
Context of U.S. Shopping Malls. Clothing and Textiles Research Journal 30:2, 87-101. [Crossref]
232. Alan D. Smith. 2012. E-Personalization and Its Tactical and Beneficial Relationships to E-Tailing.
International Journal of Information Systems in the Service Sector 4:2, 48-71. [Crossref]
233. Shveta Singh, Arpita Khare. 2012. Focus Group Technique to Study Customer Attitude Towards Online
Travel Services in India. International Journal of Information Systems in the Service Sector 4:2, 33-47.
[Crossref]
234. Philipp “Phil” Klaus, Stan Maklan. 2012. EXQ: a multiple‐item scale for assessing service experience.
Journal of Service Management 23:1, 5-33. [Abstract] [Full Text] [PDF]
235. U. Franke. 2012. Optimal IT Service Availability: Shorter Outages, or Fewer?. IEEE Transactions on
Network and Service Management 9:1, 22-33. [Crossref]
236. Natalia Vila, Inés Kuster. 2012. The role of usability on stimulating SME’s on line buying intention: an
experiment based on a ficticius web site design. Quality & Quantity 46:1, 117-136. [Crossref]
237. Hyun Ju Jeong, Kyoung-Nan Kwon. 2012. The Effectiveness of Two Online Persuasion Claims: Limited
Product Availability and Product Popularity. Journal of Promotion Management 18:1, 83-99. [Crossref]
238. Samar Mouakket, Mohammad Ahmad Al-hawari. 2012. Examining the antecedents of e-loyalty intention
in an online reservation environment. The Journal of High Technology Management Research 23:1, 46-57.
[Crossref]
239. Xenia Papadomichelaki, Gregoris Mentzas. 2012. e-GovQual: A multiple-item scale for assessing e-
government service quality. Government Information Quarterly 29:1, 98-109. [Crossref]
240. Sonia San-Martín, Carmen Camarero. 2012. A Cross-National Study on Online Consumer Perceptions,
Trust, and Loyalty. Journal of Organizational Computing and Electronic Commerce 22:1, 64-86. [Crossref]
241. Rahmath Safeena, Hema Date, Abdullah Kammani, Nisar Hundewale. 2012. Technology Adoption and
Indian Consumers: Study on Mobile Banking. International Journal of Computer Theory and Engineering
1020-1024. [Crossref]
242. Younghwa Lee, Kenneth A. Kozar. 2012. Understanding of website usability: Specifying and measuring
constructs and their relationships. Decision Support Systems 52:2, 450-463. [Crossref]
243. Yung-Hsiang Cheng. 2011. Evaluating web site service quality in public transport: Evidence from Taiwan
High Speed Rail. Transportation Research Part C: Emerging Technologies 19:6, 957-974. [Crossref]
244. Sonia San Martín, Nadia H. Jiménez. 2011. Online buying perceptions in Spain: can gender make a
difference?. Electronic Markets 21:4, 267-281. [Crossref]
245. Sangwon Park, Dan Wang, Daniel Fesenmaier. 2011. Assessing structure in American online purchase
of travel products. Anatolia 22:3, 401-417. [Crossref]
246. Mohammed Ateeq Alanezi, Ahmad Kamil Mahmood, Shuib Basri. Conceptual model for measuring e-
government service quality 411-416. [Crossref]
247. Wei-Lun Chang. 2011. A mixed-initiative model for quality-based e-services pricing. Total Quality
Management & Business Excellence 22:9, 975-991. [Crossref]
248. Michel Benaroch, Ajit Appari. 2011. Pricing e-service quality risk in financial services. Electronic
Commerce Research and Applications 10:5, 534-544. [Crossref]
249. Eun-Jin Lee, Jong-Ouk Kim. 2011. The Service Quality Perception, Purchase Satisfaction,
Recommendation Intention, and Switching Intention of Fashion Consumers according to the Types of
Internet Shopping Malls. Journal of the Korean Society of Clothing and Textiles 35:8, 890-905. [Crossref]
250. Mohammad Ahmad Al-Hawari. 2011. Do Online Services Contribute to Establishing Brand Equity
Within the Retail Banking Context?. Journal of Relationship Marketing 10:3, 145-166. [Crossref]
251. Ming‐Lang Tseng, Ru‐Jen Lin, Hui‐Ping Chen. 2011. Evaluating the effectiveness of e‐learning system
in uncertainty. Industrial Management & Data Systems 111:6, 869-889. [Abstract] [Full Text] [PDF]
252. Hsin Hsin Chang, Hsin‐Wei Wang. 2011. The moderating effect of customer perceived value on online
shopping behaviour. Online Information Review 35:3, 333-359. [Abstract] [Full Text] [PDF]
253. Rajat Gera. 2011. Modelling e‐service quality and its consequences in India: an SEM approach. Journal
of Research in Interactive Marketing 5:2/3, 203-225. [Abstract] [Full Text] [PDF]
254. Weihong Zhao, Xiaoming Xiong. E-Tail-SERVQUAL: Conceptualization and its validity 393-396.
[Crossref]
255. Natalia Vila, Inés Kuster. 2011. Consumer feelings and behaviours towards well designed websites.
Information & Management 48:4-5, 166-177. [Crossref]
256. Yuan Xing, David B. Grant, Alan C. McKinnon, John Fernie. 2011. The interface between retailers and
logistics service providers in the online market. European Journal of Marketing 45:3, 334-357. [Abstract]
[Full Text] [PDF]
257. Godwin Kaisara, Shaun Pather. 2011. The e-Government evaluation challenge: A South African Batho
Pele-aligned service quality approach. Government Information Quarterly 28:2, 211-221. [Crossref]
258. Teck-Chai Lau, Choon-Ling Kwek, Hoi-Piew Tan. 2011. Airline e-Ticketing Service: How e-Service
Quality and Customer Satisfaction Impacted Purchase Intention. International Business Management 5:4,
200-208. [Crossref]
259. VÍCTOR SÁNCHEZ-ANGUIX, SOLEDAD VALERO, ANA GARCÍA-FORNES. 2011. A GENETIC

APPROACH FOR LONG TERM VIRTUAL ORGANIZATION DISTRIBUTION. International
Journal on Artificial Intelligence Tools 20:02, 271-295. [Crossref]
260. Michail N. Giannakos, Adamantia G. Pateli, Ilias O. Pappas. 2011. Identifying the Direct Effect of
Experience and the Moderating Effect of Satisfaction in the Greek Online Market. International Journal
of E-Services and Mobile Applications 3:2, 39-58. [Crossref]
261. Chai Har Lee, Uchenna Cyril Eze, Nelson Oly Ndubisi. 2011. Analyzing key determinants of online
repurchase intentions. Asia Pacific Journal of Marketing and Logistics 23:2, 200-221. [Abstract] [Full Text]
[PDF]
262. Wen-Yu Chiang. 2011. To mine association rules of customer values via a data mining procedure with
improved model: An empirical case study. Expert Systems with Applications 38:3, 1716-1722. [Crossref]
263. Susan Rose, Neil Hair, Moira Clark. 2011. Online Customer Experience: A Review of the Business-to-
Consumer Online Purchase Context. International Journal of Management Reviews 13:1, 24-39. [Crossref]
264. Sonia San Martín, Carmen Camarero, Rebeca San José. 2011. Does involvement matter in online shopping
satisfaction and trust?. Psychology and Marketing 28:2, 145-167. [Crossref]
265. O Turel, C E Connelly, G M Fisk. Service with an E-Smile: Employee Authenticity and Customer Usage
of Web-Based Services 1-10. [Crossref]
266. Yi Luo. 2011. Cultivation of Awareness of Life-long Professional Development for Pre-service English
Teachers. International Journal of e-Education, e-Business, e-Management and e-Learning . [Crossref]
267. Jose M Barrutia, Ainhize Gilsanz. e-Service Quality 22-44. [Crossref]
268. Jung-Hwan Kim, Minjeong Kim, Jay Kandampully. 2011. The Impact of E-Retail Environment
Characteristics on E-Satisfaction and Purchase Intent. International Journal of Service Science,
Management, Engineering, and Technology 2:3, 1-19. [Crossref]
269. Ravi Vijayaraghavan, Sam Albert, Vinod Kumar Singh, Pallipuram V. Kannan. Predictive Systems for
Customer Interactions 289-307. [Crossref]
270. Nicolas Gregori, Roberto Daniele. Affiliate Marketing in Tourism: Determinants of Consumers’ Trust
559-571. [Crossref]
271. Khayri Omar, Helana Scheepers, Rosemary Stockdale. eGovernment Service Quality Assessed through
the Public Value Lens 431-440. [Crossref]
272. Jihyun Kim, Mary Lynn Damhorst. 2010. The Mediating Effect of Perceived Service Risk on Perceived
Value of Internet Apparel Shopping: From the Quality-Risk-Value Approach. Journal of Global Academy
of Marketing Science 20:4, 307-318. [Crossref]
273. Regina Connolly, Frank Bannister, Aideen Kearney. 2010. Government website service quality: a study of
the Irish revenue online service. European Journal of Information Systems 19:6, 649-667. [Crossref]
274. Godwin J. Udo, Kallol K. Bagchi, Peeter J. Kirs. 2010. An assessment of customers’ e-service quality
perception, satisfaction and intention. International Journal of Information Management 30:6, 481-492.
[Crossref]
275. Kyoung‐Hwan Kim. 2010. Understanding the consistent use of internet health information. Online
Information Review 34:6, 875-891. [Abstract] [Full Text] [PDF]
276. Zhaohui Guo, Huan Cao, Yongzhou Li. Research on the Evaluation of Employer Brand Competitiveness
Based on Fuzzy AHP Method 1-4. [Crossref]
277. Riadh Ladhari. 2010. Developing e-service quality scales: A literature review. Journal of Retailing and
Consumer Services 17:6, 464-477. [Crossref]

278. Sung-Eui Cho. 2010. Perceived risks and customer needs of geographical accessibility in electronic
commerce. Electronic Commerce Research and Applications 9:6, 495-506. [Crossref]
279. Yuan Hui Tsai, Chieh-Peng Lin, Chou-Kang Chiu, Sheng-Wuu Joe. 2010. Learning cyber trust using a
triadic functioning analysis: a qualitative approach. Quality & Quantity 44:6, 1165-1174. [Crossref]
280. Yongju Jeong, Yongsung Lee. 2010. A study on the customer satisfaction and customer loyalty of furniture
purchaser in on‐line shop. Asian Journal on Quality 11:2, 146-156. [Abstract] [Full Text] [PDF]
281. Jung‐Hwan Kim, Chungho Kim. 2010. E‐service quality perceptions: a cross‐cultural comparison of
American and Korean consumers. Journal of Research in Interactive Marketing 4:3, 257-275. [Abstract]
[Full Text] [PDF]
282. Joel E. Collier, Daniel L. Sherrell. 2010. Examining the influence of control and convenience in a self-
service setting. Journal of the Academy of Marketing Science 38:4, 490-509. [Crossref]
283. Sae-Ha Jeon, Jung-In Kim, Choong-C. Lee. 2010. A Study on Success Factors of Online Communities
from the Perspective of Service Quality: Based on SERVQUAL Model. Journal of the Korea Society of
Computer and Information 15:7, 125-134. [Crossref]
284. Chung-Tzer Liu, Yi Maggie Guo, Tzong-Yin Hsieh. 2010. Measuring user perceived service quality of
online auction sites. The Service Industries Journal 30:7, 1177-1197. [Crossref]
285. Yuan Xing, David B. Grant, Alan C. McKinnon, John Fernie. 2010. Physical distribution service quality
in online retailing. International Journal of Physical Distribution & Logistics Management 40:5, 415-432.
286. Sylvie Rolland, Ina Freeman. 2010. A new measure of e‐service quality in France. International Journal of
Retail & Distribution Management 38:7, 497-517. [Abstract] [Full Text] [PDF]
287. Noel Yee-Man Siu, Jun-Feng Zhang, Yim-Yim Lam. 2010. Electronic Service Quality and Routes to
Site Commitment: The Case of an Online Film Ticketing Service. Journal of International Consumer
Marketing 22:3, 293-307. [Crossref]
288. Arpita Khare, Anshuman Khare. 2010. Travel and tourism industry yet to exploit the Internet fully in
India. Journal of Database Marketing & Customer Strategy Management 17:2, 106-119. [Crossref]
289. Khaldoon Nusair, Nan Hua. 2010. Comparative assessment of structural equation modeling and multiple
regression research methodologies: E-commerce context. Tourism Management 31:3, 314-324. [Crossref]
290. Hsiu-Fen Lin. 2010. An application of fuzzy AHP for evaluating course website quality. Computers &
Education 54:4, 877-888. [Crossref]
291. Jamie Carlson, Aron O'Cass. 2010. Exploring the relationships between e‐service quality, satisfaction,
attitudes and behaviours in content‐driven e‐service web sites. Journal of Services Marketing 24:2, 112-127.
292. Spiros Gounaris, Sergios Dimitriadis, Vlasis Stathakopoulos. 2010. An examination of the effects of service
quality and satisfaction on customers' behavioral intentions in e‐shopping. Journal of Services Marketing
293. Adam Finn. 2010. The generalizability of the effects of retailer e-service quality dimensions. Canadian
Journal of Administrative Sciences / Revue Canadienne des Sciences de l'Administration 27:1, 24-38. [Crossref]
294. Hye-Sun Park, Yeon Lee, Hyun-Sook Kim. 2010. The Effect of Perceived Website Quality of Fashion
Shopping on Customer Satisfaction and Repurchase Intentions for Korean and Chinese College Students.
Journal of the Korean Society of Clothing and Textiles 34:2, 212-225. [Crossref]
295. Wei-Lun Chang, Chia-Yun Ho. A Mixed-Initiative Model for Quality-Based E-Services Pricing 574-579.
[Crossref]
296. Jihyun Kim, Mary Lynn Damhorst. 2010. Effects of Level of Internet Retailer?s Service Quality
on Perceived Apparel Quality, Perceived Service Quality, Perceived Value, Satisfaction, and Behavioral
Intentions Toward an Internet Retailer. Clothing and Textiles Research Journal 28:1, 56-73. [Crossref]
297. Boudhayan Ganguly, Satya Bhusan Dash, Dianne Cyr, Milena Head. 2010. The effects of website design
on purchase intention in online shopping: the mediating role of trust and the moderating role of culture.
International Journal of Electronic Business 8:4/5, 302. [Crossref]
298. Malcolm J. Beynon, Kelly Page. Analysing Incomplete Consumer Web Data Using the Classification and
Ranking Belief Simplex (Probabilistic Reasoning and Evolutionary Computation) 447-473. [Crossref]
299. Eun Young Kim, Vanessa P. Jackson. 2009. The Effect of E-SERVQUAL on e-Loyalty for Apparel Online
Shopping. Journal of Global Academy of Marketing Science 19:4, 57-65. [Crossref]
300. Yung Shao Yeh, Yung‐Ming Li. 2009. Building trust in m‐commerce: contributions from quality and
satisfaction. Online Information Review 33:6, 1066-1086. [Abstract] [Full Text] [PDF]
301. Katerina D. Gotzamani, Yannis E. Tzavlopoulos. 2009. Measuring e‐commerce‐quality: an exploratory
review. International Journal of Quality and Service Sciences 1:3, 271-279. [Abstract] [Full Text] [PDF]
302. Jung‐Hwan Kim, Minjeong Kim, Jay Kandampully. 2009. Buying environment characteristics in the
context of e‐service. European Journal of Marketing 43:9/10, 1188-1204. [Abstract] [Full Text] [PDF]
303. Kee‐Sook Lim, John H. Heinrichs, Jeen‐Su Lim. 2009. Testing a MIMIC model of e‐shopping site usage.
International Journal of Retail & Distribution Management 37:10, 852-866. [Abstract] [Full Text] [PDF]
304. Sonia San Martín, Carmen Camarero. 2009. How perceived risk affects online buying. Online Information
Review 33:4, 629-654. [Abstract] [Full Text] [PDF]
305. Emmanouil Stiakakis, Christos K. Georgiadis. 2009. E‐service quality: comparing the perceptions of
providers and customers. Managing Service Quality: An International Journal 19:4, 410-430. [Abstract]
[Full Text] [PDF]
306. Ying-Feng Kuo, Chi-Ming Wu, Wei-Jaw Deng. 2009. The relationships among service quality, perceived
value, customer satisfaction, and post-purchase intention in mobile value-added services. Computers in
Human Behavior 25:4, 887-896. [Crossref]
307. Jianchi Xiang, Xiaohong Chen. Customer Satisfaction of E-Commerce Websites 1-5. [Crossref]
308. Joshua J. Oubre, Denise M. Brown. 2009. Stakeholder Service Perspectives: a Triadic Analysis of Service
Quality in South Mississippi Fine Dining Restaurants. Journal of Hospitality & Tourism Research 33:2,
193-210. [Crossref]
309. Hira Cho, Susan S. Fiorito. 2009. Acceptance of online customization for apparel shopping. International
Journal of Retail & Distribution Management 37:5, 389-407. [Abstract] [Full Text] [PDF]
310. José M. Barrutia, Ainhize Gilsanz. 2009. e‐Service quality: overview and research agenda. International
Journal of Quality and Service Sciences 1:1, 29-50. [Abstract] [Full Text] [PDF]
311. Rafia NAZ. 2009. E-Governance for Improved Public Service Delivery in Fiji. Journal of Service Science
and Management 02:03, 190-203. [Crossref]
312. Chi Chiang, Chih-Cheng Lee, Gwo-Hshiung Tzeng. 2009. A NON-ADDITIVE MODEL FOR THE
EVALUATION OF PORTAL WEBSITE SERVICE QUALITY. Journal of the Chinese Institute of

Industrial Engineers 26:5, 355-366. [Crossref]
313. Silke Bartsch, Sabine Fuchs, Anton Meyer. Qualitätstreiber für telefonbasierte Self-Services —
Theoretische und explorative Analyse zur Identifikation relevanter Qualitätstreiber aus Kundenperspektive
525-553. [Crossref]
314. Hongxiu Li, Reima Suomi. Dimensions of E-service Quality: An Alternative Model 29-35. [Crossref]
315. Wen-Kung Lin, Chieh-Peng Lin, Chou-Kang Chiu. Understanding Cyber Trust Using a Triadic
Functioning Analysis 662-667. [Crossref]
316. Kelly O. Cowart, Gavin L. Fox, Andrew E. Wilson. 2008. A structural look at consumer innovativeness
and self-congruence in new product purchases. Psychology and Marketing 25:12, 1111-1130. [Crossref]
317. Sonia San Martín, Carmen Camarero. 2008. Consumer Trust to a Web Site: Moderating Effect of
Attitudes toward Online Shopping. CyberPsychology & Behavior 11:5, 549-554. [Crossref]
318. Siriluck Rotchanakitumnuai. 2008. Measuring e‐government service value with the E‐GOVSQUAL‐
RISK model. Business Process Management Journal 14:5, 724-737. [Abstract] [Full Text] [PDF]
319. Sonia San Martín, Carmen Camarero, Rebeca San José. The Moderating Role of Involvement in the
Creation of Online Trust and Satisfaction 415-419. [Crossref]
320. Echo Huang. 2008. Use and gratification in e‐consumers. Internet Research 18:4, 405-426. [Abstract]
[Full Text] [PDF]
321. José Carlos Pinho, Isabel Maria Macedo. 2008. Examining the antecedents and consequences of online
satisfaction within the public sector. Transforming Government: People, Process and Policy 2:3, 177-193.
322. Chieh-Peng Lin, Hsiu-Nien Huang, Sheng-Wuu Joe, Hwa-Chun Ma. 2008. Learning the Determinants
of Satisfaction and Usage Intention of Instant Messaging. CyberPsychology & Behavior 11:3, 262-267.
[Crossref]
323. Qin Su, Zhao Li, Yong‐tao Song, Ting Chen. 2008. Conceptualizing consumers' perceptions of e‐
commerce quality. International Journal of Retail & Distribution Management 36:5, 360-374. [Abstract]
[Full Text] [PDF]
324. Lorna Uden, Janet Francis, Wei Dai. Service quality for service innovation 2779-2784. [Crossref]
325. Hsiu-Fen Lin. 2007. Predicting consumer intentions to shop online: An empirical test of competing
theories. Electronic Commerce Research and Applications 6:4, 433-442. [Crossref]
326. Christos Halaris, Babis Magoutas, Xenia Papadomichelaki, Gregoris Mentzas. 2007. Classification and
synthesis of quality approaches in e‐government services. Internet Research 17:4, 378-401. [Abstract] [Full
Text] [PDF]
327. Young A. Park, Ulrike Gretzel. 2007. Success Factors for Destination Marketing Web Sites: A Qualitative
Meta-Analysis. Journal of Travel Research 46:1, 46-63. [Crossref]
328. Núria Ferran, Jaume Casadesús, Monika Krakowska, Julià Minguillón. 2007. Enriching e‐learning
metadata through digital library usage analysis. The Electronic Library 25:2, 148-165. [Abstract] [Full
Text] [PDF]
329. Hsiu‐Fen Lin. 2007. The role of online and offline features in sustaining virtual communities: an empirical
study. Internet Research 17:2, 119-138. [Abstract] [Full Text] [PDF]
330. Lucía Melián‐Alzola, Víctor Padrón‐Robaina. 2007. Measuring the results in B2C e‐commerce.
International Journal of Quality & Reliability Management 24:3, 279-293. [Abstract] [Full Text] [PDF]
331. Essam E. Ibrahim, Matthew Joseph, Kevin I.N. Ibeh. 2006. Customers' perception of electronic service
delivery in the UK retail banking sector. International Journal of Bank Marketing 24:7, 475-493. [Abstract]
[Full Text] [PDF]
332. Jennifer Rowley. 2006. An analysis of the e‐service literature: towards a research agenda. Internet Research
333. Lucía Melián‐Alzola, Víctor Padrón‐Robaina. 2006. Tangibility as a quality factor in electronic commerce
b2c. Managing Service Quality: An International Journal 16:3, 320-338. [Abstract] [Full Text] [PDF]
334. Yuan Xing, David B. Grant. 2006. Developing a framework for measuring physical distribution service
quality of multi‐channel and “pure player” internet retailers. International Journal of Retail & Distribution
Management 34:4/5, 278-289. [Abstract] [Full Text] [PDF]
335. Lucía Melián Alzola, Victor Padron Robaina. 2005. Servqual: Its Applicability in Electronic Commerce
B2C. Quality Management Journal 12:4, 46-57. [Crossref]
336. Alan D. Smith. Beneficial E-Personalization and Related Technological Innovations Applied to E-Tailing
1572-1599. [Crossref]
337. Jung-Hwan Kim, Minjeong Kim, Jay Kandampully. The Impact of E-Retail Environment Characteristics
on E-Satisfaction and Purchase Intent 160-179. [Crossref]
338. Alan D. Smith. Beneficial E-Personalization and Related Technological Innovations Applied to E-Tailing
20-46. [Crossref]
339. Hira Cho. What Motivates People to Customize Apparel Online? 194-210. [Crossref]
340. Ng Yee Boon, Thurasamy Ramayah, Teoh Ai Ping, May-Chiun Lo. Intention to Use E-Government
Websites among Universiti Sains Malaysia (USM) Students 1523-1534. [Crossref]
341. Manish Kumar Yadav, Alok Kumar Rai, Medha Srivastava. Exploring the Three- Path Mediation Model
1328-1349. [Crossref]
342. Samar Mouakket. Investigating the Motives of Customers' Continuance Intentions towards Online
Reservation 1509-1533. [Crossref]
343. Salah Alhyari, Mohammad Alhyari. Toward Quality Measurement Approaches for Improving E-
Government Services in Jordan 2182-2196. [Crossref]
344. Mark Arjun Muthukumaran, Sajad Rezaei, Yoke Moi Oh, Gu Manli. Antecedents of Apps Channel
Selection 252-273. [Crossref]
345. Kiku Jones. Consumer-to-Consumer Electronic Commerce 1-17. [Crossref]
346. Anil Kumar, Manoj Kumar Dash. Sustainability and Future Generation Infrastructure on Digital Platform
124-142. [Crossref]
347. Prateek Kalia, Penny Law, Richa Arora. Determining Impact of Demographics on Perceived Service
Quality in Online Retail 2882-2896. [Crossref]
348. Mark Springer, Craig K. Tyran. The Dimensions of E-Service Quality 441-452. [Crossref]
349. Sajad Rezaei, Maryam Emami, Naser Valaei. The Moderating Impact of Product Classification on the
Relationship between Online Trust, Satisfaction, and Repurchase Intention 1674-1692. [Crossref]
350. Hira Cho. Consumer Perceptions of Online Apparel Customization 286-302. [Crossref]
351. Bo Liang, Yanbin Tu, Thomas Cline, Zhongyu Ma. China's E-Tailing Blossom 72-98. [Crossref]
352. Prateek Kalia, Penny Law, Richa Arora. Determining Impact of Demographics on Perceived Service
Quality in Online Retail 364-381. [Crossref]

353. Eleni Zampou, Stelios Eliakis, Katerina Pramatari. Measuring the Benefit of Interoperability 321-338.
[Crossref]
354. Nabeel Farouq Al-Mushasha, Shahizan Hassan. A Model for Mobile Learning Service Quality in
University Environment 287-309. [Crossref]

09590550510581485

Diunggah oleh

Informasi Dokumen

Hak Cipta

Format Tersedia

Bagikan dokumen Ini

Bagikan atau Tanam Dokumen

Opsi Berbagi

Apakah menurut Anda dokumen ini bermanfaat?

Apakah konten ini tidak pantas?

Hak Cipta:

Format Tersedia

09590550510581485

Diunggah oleh

Hak Cipta:

Format Tersedia

International Journal of Retail & Distribution Management

Customer perceptions of e-service quality in online shopping

*Related content and download information correct at time of download.

Department of Information Management, St. John’s and St. Mary’s Institute of

2.2 Service quality dimensions

Parasuraman et al. (1988) conceptualize service quality as the relative perceptual

purchase intentions (see Figure 1).

3.1 E-service quality dimensions

Additionally, previous studies have suggested that customer perceptions of service

4.2 Subjects and procedure

Trust Customer perception of the level of trust

Web site design 0.77

The online bookstore delivers on its undertaking to

bookstores ðn ¼ 131Þ: Finally, about 54 percent of the respondents were male

4.3 Statistical analysis

Web site design 1.00

Path to Path from Hypothesis Structural coefficients t-value

Overall service quality Web site design H1a 0.21 2.05*

7.1 Implications for practitioners

7.2 Implications for researchers

Software International Cop., Chicago, IL.

(Dr Gwo-Guang Lee is an associate professor in the Department of Information Management at

26:2, 106-121. [Crossref]

[Abstract] [Full Text] [PDF]

259. VÍCTOR SÁNCHEZ-ANGUIX, SOLEDAD VALERO, ANA GARCÍA-FORNES. 2011. A GENETIC

Consumer Services 17:6, 464-477. [Crossref]

EVALUATION OF PORTAL WEBSITE SERVICE QUALITY. Journal of the Chinese Institute of

Quality in Online Retail 364-381. [Crossref]

Anda mungkin juga menyukai