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Measuring Internet retail service quality using E-S-QUAL

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References

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1996A measure of service quality for retail stores: Scale development and validation

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1,921 cited

1991The use of lisrel in validating marketing constructs1,864 cited

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2015A Review of Service and E-Service Quality Measurements: Previous Literature and Extension49 cited
2016Descriptive Content Analysis on E-Service Research43 cited
2015Online Service Quality and Brand Equity: The Mediational Roles of Perceived Value and Customer Satisfaction38 cited
2020Service quality in multichannel fashion retailing: an exploratory study33 cited
2017Demographic differences on service quality and perceived value in private online shopping clubs31 cited
2023Switch or Stay? Applying a Push–Pull–Mooring Framework to Evaluate Behavior in E-Grocery Shopping29 cited
2021The effect of e-service quality and after-sales e-service quality on e-satisfaction29 cited
2014Achieving customer loyalty through service excellence in internet industry27 cited
2017The Effect of Banks Website Service Quality and E-satisfaction on E-loyalty: An Empirical Study on Swedish Banks22 cited
2016Electronic and in-person service quality of hybrid services21 cited
2016Bank employees’ internal and external perspectives on e-service quality, satisfaction and loyalty20 cited
2020The Impact of E-Service Quality on Customer Satisfaction in Malaysia19 cited
2022A comparison between E-TailQ and ES-Qual for measuring e-service quality in the retail industry: an emerging economy case19 cited