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

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.

ORCID iDs

Gounaris, Spiros ORCID: https://orcid.org/0000-0002-1328-8512

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  Item type:	Article
  ID code:	41011
  Dates:	Date Event 2003 Published
  Keywords:	assessment, service quality , WEB, internet, B2C portals, evidence, customer services quality, worldwide web, portals, marketing, Greece, electronic commerce, e-commerce, Marketing. Distribution of products, Marketing
  Subjects:	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:	03 Sep 2021 02:19
  URI:	https://strathprints.strath.ac.uk/id/eprint/41011