Access the full text.
Sign up today, get DeepDyve free for 14 days.
Zhilin Yang, Minjoon Jun (1970)
Consumer Perception of E-Service Quality: From Internet Purchaser and Non-Purchaser PerspectivesJournal of Business Strategies
V. Zeithaml, A. Parasuraman (1994)
Reassessment of expectations as a comparison standard in measuring service quality: Implications, 58
A. Comrey, Howard Lee (1973)
A first course in factor analysis
Kenneth Teas (1993)
Expectations, Performance Evaluation, and Consumers’ Perceptions of QualityJournal of Marketing, 57
J. Cronin, Steven Taylor (1992)
Measuring Service Quality: A Reexamination and ExtensionJournal of Marketing, 56
Mainspring and Bain & Company
Profits depend on customer loyalty
Gilbert Churchill (1979)
A Paradigm for Developing Better Measures of Marketing ConstructsJournal of Marketing Research, 16
C. Grönroos, Fredrik Heinonen, Kristina Isoniemi, Michael Lindholm (2000)
The NetOffer model: a case example from the virtual marketspaceManagement Decision, 38
R. Oliver (1980)
A Cognitive Model of the Antecedents and Consequences of Satisfaction DecisionsJournal of Marketing Research, 17
B. Yoo, N. Donthu
Developing a scale to measure the perceived quality of an Internet shopping site (SITEQUAL)
Reid Re, B. Sandifer-Smallwood (1990)
Exploring perceptions of hospital operations by a modified SERVQUAL approach.Journal of health care marketing, 10 4
Allard Riel, Veronica Liljander, P. Jurriëns (2001)
Exploring consumer evaluations of e‐services: a portal siteInternational Journal of Service Industry Management, 12
V. Zeithaml, A. Parasuraman, A. Malhotra (2000)
A conceptual framework for understanding e-service quality : implications for future research and managerial practice
E. Anderson, C. Fornell, D. Lehmann (1994)
Customer Satisfaction, Market Share, and Profitability: Findings from SwedenJournal of Marketing, 58
E. Anderson, Mary Sullivan (1993)
The Antecedents and Consequences of Customer Satisfaction for FirmsMarketing Science, 12
Qimei Chen, W. Wells (1999)
Attitude Toward the SiteJournal of Advertising Research, 39
V. Zeithaml (1988)
Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence:Journal of Marketing, 52
M. Bitner, B. Booms, M. Tetreault (1990)
The Service Encounter: Diagnosing Favorable and Unfavorable Incidents:Journal of Marketing, 54
J.C. Nunnally
Psychometric Methods
A. Parasuraman, L. Berry, V. Zeithaml (1991)
Refinement and reassessment of the SERVQUAL scale.Journal of Retailing
A. Woodside, L. Frey, R. Daly (1989)
Linking service quality, customer satisfaction, and behavioral intention.Journal of health care marketing, 9 4
F. Reichheld, Phil Schefter (2003)
E-LOYALTY: YOUR SECRET WEAPON ON THE WEB, 78
Pew Internet & American Life Project
Women surpass men as e‐shoppers during the holidays
A. Parasuraman, V. Zeithaml, L. Berry (1988)
SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality.Journal of Retailing, 64
B. Tabachnick, L. Fidell (1983)
Using Multivariate Statistics
M.B. Holbrook, K.P. Corfman
Quality and value in the consumption experience: Phaedrus rides again
R.N. Bolton, J.H. Drew
The impact of service quality
A. Parasuraman, V.A. Zeithaml, L.L. Berry
Reassessment of expectations as a comparison standard in measuring service quality: implications for further research
William Boulding, A. Kalra, R. Staelin, V. Zeithaml (1993)
A Dynamic Process Model of Service Quality: From Expectations to Behavioral IntentionsJournal of Marketing Research, 30
R. Rust, R. Oliver (1994)
Service Quality: Insights and Managerial Implications from the Frontier
E.T. Loiacono, R.T. Watson, D.L. Goodhue
WebQual: a measure of Web site quality
R.W. Olshavsky
Perceived quality in consumer decision making: an integrated theoretical perspective
A. Parasuraman, V. Zeithaml, L. Berry (1985)
A Conceptual Model of Service Quality and Its Implications for Future ResearchJournal of Marketing, 49
L. Cronbach (1951)
Coefficient alpha and the internal structure of testsPsychometrika, 16
A multidimensional measure of perceived online service quality was developed based on consumers' comments about their experiences with online retailers. These comments were organized and compared to the SERVQUAL scale. A survey was administered to adults who had made online purchases or role-played the experience. While reflective of the SERVQUAL dimensions, the new measures became less reliant on interpersonal interactions and more technologically relevant. A new dimension also emerged that reflects consumers' concerns for the geographic distance and facelessness of their experience. The study points to areas of improvement for online service quality.
Journal of Services Marketing – Emerald Publishing
Published: Jan 1, 2004
Keywords: Customer services; SERVQUAL; Consumer behaviour; Marketing; Retailing
Read and print from thousands of top scholarly journals.
Already have an account? Log in
Bookmark this article. You can see your Bookmarks on your DeepDyve Library.
To save an article, log in first, or sign up for a DeepDyve account if you don’t already have one.
Copy and paste the desired citation format or use the link below to download a file formatted for EndNote
Access the full text.
Sign up today, get DeepDyve free for 14 days.
All DeepDyve websites use cookies to improve your online experience. They were placed on your computer when you launched this website. You can change your cookie settings through your browser.