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.
| Creators(s): |
Gounaris, Spiros  ORCID: 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: | 20 Jan 2021 20:16 |
| URI: | https://strathprints.strath.ac.uk/id/eprint/41011 |
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