Results 271 to 280 of about 4,312,401 (311)
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Customer Participation, e-Service Quality, Satisfaction: (e)Service Dominant Logic Trinity
Journal of Promotion Management, 2019This study aims to assess the effects of customer participation behavior on perceived e-service quality and satisfaction in Greek e-shops, by analyzing data collected by 335 Greek customers, employ...
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e‐Service quality: overview and research agenda
International Journal of Quality and Service Sciences, 2009PurposeThe purpose of this paper is to highlight research avenues for improving the understanding of electronic service quality (e‐SQ) management, based on a critical review of previous literature.Design/methodology/approachThe conclusions are based on a critical review of previous literature. Computer databases (e.g.
José M. Barrutia, Ainhize Gilsanz
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Tailoring e‐service quality through CRM
Managing Service Quality: An International Journal, 2003The specific advantages of the Internet as a transaction and communication channel present new opportunities for businesses to create a long‐term relationship with their customers. The level of e‐service quality is an essential component of this customer‐centric strategy.
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e-Service Quality: The Internet Bank Case
SSRN Electronic Journal, 2005The perceived quality has been described as a major determinant of the consumer satisfaction, but only a few works have been applied to eBank. In this work we have integrated the perceived utility construct from Technology Acceptance Models (TAM) with perceived quality from SERVQUAL literature.
Pablo A. Muñoz-Gallego +1 more
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Modelling the consequences of e‐service quality
Marketing Intelligence & Planning, 2008PurposeThe purpose of this paper is to model the consequences of achieving better service quality in e‐services.Design/methodology/approachThe conceptual model is developed though a survey of literature on e‐services and allied domains and validated through a survey of users of job‐portals in India.FindingsThe conceptual model finds significant support
Sunil Sahadev, Keyoor Purani
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The Conceptualization of the E-Service Quality
2021Several research studies have focused on the conceptualization, measurement, and management of service quality and their effects in electronic environments. Most of them are based on a classic paradigm, which consists in relating the quality of e-service to customer satisfaction and loyalty.
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E-Service Quality: Evaluation of Tourism Websites
2021The increasing role of travel websites in distributing tourism products highlights the need to study how travelers interact with tourism websites and what is a good service on the web. E-service quality (e-SQ) features are among the main factors contributing to service excellence and customer satisfaction.
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A new measure of e‐service quality in France
International Journal of Retail & Distribution Management, 2010PurposeThe purpose of this paper is to design, develop and evaluate a reliable and valid scale for the measurement of online retail service quality, specifically in the French context.Design/methodology/approachStudy 1 derived scale items from the literature by content analysis.
Rolland, Sylvie, Freeman, Ina
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The impacts of e-service quality on customer behaviour in multi-channel e-services
Total Quality Management & Business Excellence, 2012A large number of e-services are multi-channel (MC), combining the Internet with other channels of service delivery, such as the phone and physical facilities. As a result, online customers frequently engage in MC behaviour. Existing research examining the impact of quality on behavioural intentions in e-services has not adequately recognised their MC ...
Sousa, Rui, Voss, Chris
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E‐service quality and the public sector
Managing Service Quality: An International Journal, 2003Definitions of e‐service and e‐government are considered in seeking to contextualise the discussion, and a distinction is drawn between e‐government and e‐public service. Current theoretical and empirical work is considered in conjunction with the contribution of the usability school and the commercial literature related to outcome measurement.
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