Results 261 to 270 of about 4,312,401 (311)
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Perceived e‐service quality (PeSQ)
Managing Service Quality: An International Journal, 2007PurposeThe objectives of this article are to develop a multiple‐item scale for measuring e‐service quality and to study the influence of perceived quality on consumer satisfaction levels and the level of web site loyalty.Design/methodology/approachFirst, there is an explanation of the main attributes of the concepts examined, with special attention ...
Eduard Cristobal +2 more
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Evaluating Website Quality Using E-Service Quality Dimensions
Proceedings of the Human Factors and Ergonomics Society Annual Meeting, 2008The objectives of this study are to determine the key dimensions that affect user experience on the website and evaluate a tool for measuring website quality. Two e-commerce websites, both from same business domain, were tested across the service quality dimensions identified in this study using a questionnaire. 15 subjects from a company group and 10
V. Gnaneswaran +2 more
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2011
The development of new orientations and focuses for the conceptualisation and measurement of electronic service quality (henceforth, e-SQ) is demonstrably necessary. This chapter is mainly addressed to highlight research avenues for improving our understanding of e-SQ management, based on a critical review of previous literature.
Jose M Barrutia, Ainhize Gilsanz
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The development of new orientations and focuses for the conceptualisation and measurement of electronic service quality (henceforth, e-SQ) is demonstrably necessary. This chapter is mainly addressed to highlight research avenues for improving our understanding of e-SQ management, based on a critical review of previous literature.
Jose M Barrutia, Ainhize Gilsanz
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A sustainable e-service quality model
Journal of Service Theory and Practice, 2015Purpose– Providing high service quality is a necessary but insufficient criterion for success. Service quality must be sustained longitudinally. The purpose of this paper is to propose a sustainable e-service quality model by presenting results from a mixed-method study conducted in the Republic of Macedonia’s banking industry.
Gjoko Stamenkov, Zamir Dika
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Development of an E-Service Quality Model (eSQM) to Assess the Quality of E-Service
2020E-service quality is known as a critical factor for successful implementation and decent performance of any business in electronic environment. Although many researches have been carried out in the field of service quality, there is a clear need for a theoretical model that integrates all aspects of e-service quality.
Hamed Taherdoost, Ali Hassan
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Measuring quality variations in e-service
Journal of Service Theory and Practice, 2017Purpose The purpose of this paper is to develop and validate a multidimensional hierarchical scale for measuring “e-service quality variation.” Design/methodology/approach Based on the psychometric scale-development approach, qualitative and quantitative methods were employed to develop the e-SERVAR scale.
Chen, YC (Chen, Yen-Chun) +3 more
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E-Service Quality: An Empirical Investigation
Journal of Asia-Pacific Business, 2012This study examines seven dimensions pertinent to e-service quality using 225 respondents conducted in Klang Valley. Results reveal that the efficiency of e-service quality mainly depends on the consumer's perception of the efficiency (which offers speedy and reliable responses) and trustworthiness of the e-service provider (which offers assurance of ...
Wai-Ching Poon, Christina Kwai-Choi Lee
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Evaluating Microblogging e‐Service Quality using ANP
Journal of Multi-Criteria Decision Analysis, 2011ABSTRACTMore and more well‐known Internet enterprises, such as Google, Yahoo and Microsoft, are continually involved in the management of microblogging Websites. However, even though their level of awareness is high, they are uncertain how to take their place in the emerging microblogging industry.
Yi‐Chung Hu +2 more
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A Consumer Perspective of E-Service Quality
IEEE Transactions on Engineering Management, 2005E-service is an emerging and rapidly evolving area as demonstrated by new technological innovations introduced to improve e-service. Motivated by the growing interest in online commerce, we focus our research questions on examining the factors that contribute to e-service, the relationships among these factors and the consumers' attitude toward e ...
X. Zhang, V.R. Prybutok
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A Conceptual Framework for E-Service Quality
2023Rising income is driving the demand for online trading services across all income brackets. After the demand of online trading, many brokers have entered the cutthroat competition, high customer expectation, and dynamic technological changes have forced brokers to thrive on service quality.
Sudeshna Dutta, Dhananjay Beura
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