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E‐service quality: comparing the perceptions of providers and customers
16 references·8 citing·34 second hop
E‐service quality: comparing the perceptions of providers and customers (2009)E‐service quality: comparing the percepti…Measuring Service Quality in E-Retailing (2006)Measuring Service Quality in …Customer perceptions of e‐service quality in online shopping (2005)Customer perceptions of e‐ser…E-S-QUAL (2004)E-S-QUALeTailQ: dimensionalizing, measuring and predicting etail quality (2003)eTailQ: dimensionalizing, mea…E‐service quality: a model of virtual service quality dimensions (2003)E‐service quality: a model of…Service Quality Delivery through Web Sites: A Critical Review of Extant Knowledge (2002)Service Quality Delivery thro…Customer Loyalty in E-Commerce (2002)Customer Loyalty in E-CommerceService Management and Marketing: A Customer Relationship Management Approach (2000)Service Management and Market…Exploring the factors associated with Web site success in the context of electronic commerce (2000)Exploring the factors associa…E-Commerce (2000)E-CommerceElectronic Commerce: A Managerial Perspective (1999)Electronic Commerce: A Manage…Alternative scales for measuring service quality: A comparative assessment based on psychometric and diagnostic criteria (1994)Alternative scales for measur…Refinement and reassessment of the SERVQUAL scale. (1991)Refinement and reassessment o…SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)SERVQUAL: A multiple-Item Sca…What is total quality control the japanese way (1985)What is total quality control…A Conceptual Model of Service Quality and Its Implications for Future Research (1985)A Conceptual Model of Service…ONLINE SHOPPING INDONESIA: CUSTOMER PERCEPTION (2022)ONLINE SHOPPING INDONESIA: CU…The Effect of ATM Service Quality on Customer Satisfaction and Customer Loyalty: An Empirical Analysis (2019)The Effect of ATM Service Qua…Modeling Customer Satisfaction with the Service Quality of E-Money in Increasing Profit of PT. Telekomunikasi Indonesia (2019)Modeling Customer Satisfactio…Linkages among E-Service Quality, Satisfaction, and Usage of E-Services within Higher Educational Environments (2017)Linkages among E-Service Qual…Identifying opportunities for improvement in online shopping sites (2016)Identifying opportunities for…Perceived service quality and satisfaction of self-service technology (2015)Perceived service quality and…Service quality in automated teller machines: an empirical investigation (2013)Service quality in automated …Examining the effects of team identification, e-service quality (e-SQ) and satisfaction on intention to revisit sports websites (2013)Examining the effects of team…Strategic Management and Marketing in the Service Sector (1984)Measuring Service Quality: A Reexamination and Extension (1992)Evolving to a New Dominant Logic for Marketing (2003)A Paradigm for Developing Better Measures of Marketing Constructs (1979)Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology (1989)The Behavioral Consequences of Service Quality (1996)Enticing online consumers: an extended technology acceptance perspective (2002)Measuring e-Commerce Success: Applying the DeLone & McLean Information Systems Success Model (2004)Understanding e-learning continuance intention: An extension of the Technology Acceptance Model (2006)Advertising as Information (1974)Breaking Free from Product Marketing (1977)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)On the Evaluation of Structural Equation Models (1988)Structural equation modeling in practice: A review and recommended two-step approach. (1988)Consumer e-shopping acceptance: Antecedents in a technology acceptance model (2008)From e-commerce to social commerce: A close look at design features (2012)User Acceptance of Computer Technology: A Comparison of Two Theoretical Models (1989)Customer perceived value, satisfaction, and loyalty: The role of switching costs (2004)An Updated and Streamlined Technology Readiness Index (2014)Alternative Ways of Assessing Model Fit (1992)Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives (1999)Understanding Customer Experience Throughout the Customer Journey (2016)Total quality management as competitive advantage: A review and empirical study (1995)BEYOND SELF-MANAGEMENT: ANTECEDENTS AND CONSEQUENCES OF TEAM EMPOWERMENT. (1999)Exploitation, Exploration, and Process Management: The Productivity Dilemma Revisited (2003)The relationship marketing process: communication, interaction, dialogue, value (2004)Re-conceptualizing Information System Success: The IS-Impact Measurement Model (2008)Customer experience quality: an exploration in business and consumer contexts using repertory grid technique (2010)Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)A Trust Model for Consumer Internet Shopping (2001)The impact of cognitive absorption on perceived usefulness and perceived ease of use in on-line learning: an extension of the technology acceptance model (2004)The use of a decomposed theory of planned behavior to study Internet banking in Taiwan (2004)
this work references cited by second hop

References

  • 1985A Conceptual Model of Service Quality and Its Implications for Future Research21,635 cited
  • 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
  • 2004E-S-QUAL3,962 cited
  • 1991Refinement and reassessment of the SERVQUAL scale.3,947 cited
  • 2002Service Quality Delivery through Web Sites: A Critical Review of Extant Knowledge2,727 cited
  • 2000Service Management and Marketing: A Customer Relationship Management Approach2,332 cited
  • 2003eTailQ: dimensionalizing, measuring and predicting etail quality2,295 cited
  • 1985What is total quality control the japanese way1,816 cited
  • 1999Electronic Commerce: A Managerial Perspective1,605 cited
  • 2000Exploring the factors associated with Web site success in the context of electronic commerce1,523 cited
  • 2003E‐service quality: a model of virtual service quality dimensions1,500 cited
  • 1994Alternative scales for measuring service quality: A comparative assessment based on psychometric and diagnostic criteria1,492 cited
  • 2005Customer perceptions of e‐service quality in online shopping1,320 cited
  • 2002Customer Loyalty in E-Commerce1,062 cited
  • 2006Measuring Service Quality in E-Retailing

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1,056 cited
  • 2000E-Commerce937 cited
  • Cited by

    • 2015Perceived service quality and satisfaction of self-service technology70 cited
    • 2013Service quality in automated teller machines: an empirical investigation66 cited
    • 2019The Effect of ATM Service Quality on Customer Satisfaction and Customer Loyalty: An Empirical Analysis43 cited
    • 2017Linkages among E-Service Quality, Satisfaction, and Usage of E-Services within Higher Educational Environments32 cited
    • 2016Identifying opportunities for improvement in online shopping sites31 cited
    • 2019Modeling Customer Satisfaction with the Service Quality of E-Money in Increasing Profit of PT. Telekomunikasi Indonesia31 cited
    • 2013Examining the effects of team identification, e-service quality (e-SQ) and satisfaction on intention to revisit sports websites30 cited
    • 2022ONLINE SHOPPING INDONESIA: CUSTOMER PERCEPTION12 cited