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 (https://doi.org/10.1108/08876040310486302)
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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.
ORCID iDs
Gounaris, Spiros ORCID: https://orcid.org/0000-0002-1328-8512 and Dimitriadis, Sergios;-
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Item type: Article ID code: 41011 Dates: DateEvent2003PublishedSubjects: Social Sciences > Commerce > Marketing. Distribution of products Department: Strathclyde Business School > Marketing Depositing user: Pure Administrator Date deposited: 03 Sep 2012 14:44 Last modified: 11 Nov 2024 10:13 URI: https://strathprints.strath.ac.uk/id/eprint/41011
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