Picture of aircraft jet engine

Strathclyde research that powers aerospace engineering...

The Strathprints institutional repository is a digital archive of University of Strathclyde's Open Access research outputs. Strathprints provides access to thousands of Open Access research papers by University of Strathclyde researchers, including by Strathclyde researchers involved in aerospace engineering and from the Advanced Space Concepts Laboratory - but also other internationally significant research from within the Department of Mechanical & Aerospace Engineering. Discover why Strathclyde is powering international aerospace research...

Strathprints also exposes world leading research from the Faculties of Science, Engineering, Humanities & Social Sciences, and from the Strathclyde Business School.

Discover more...

Assessing service quality on the WEB : evidence from B2C portals

Gounaris, Spiros and Dimitriadis, Sergios (2003) Assessing service quality on the WEB : evidence from B2C portals. Journal of Services Marketing, 17 (5). pp. 529-548. ISSN 0887-6045

Full text not available in this repository. (Request a copy from the Strathclyde author)

Abstract

The article explores the quality dimensions that the visitors of national and foreign business-to-consumer portals use to assess the performance of their service offering. Based on the SERVQUAL model and previous research on Web site evaluation and quality, the paper identified three quality dimensions that proved to be stable across sites’ nationality and user profiles. Several implications are drawn from these results for both Web site marketers and future academic research.