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

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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.

Author(s):Gounaris, Spiros ORCID logoORCID: https://orcid.org/0000-0002-1328-8512 and Dimitriadis, Sergios
Item type:Article
ID code:41011
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:15 Jan 2020 22:52
URI:https://strathprints.strath.ac.uk/id/eprint/41011
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