The DOI matches its Crossref record; 2 of the 2 references it cites were found in a registry or an index.
An Evaluation of Cyber-Bookshops: The WebQual Method
Abstract
This paper describes the use of WebQual 2.0 to evaluate Internet bookshop Web sites. Initially applied in the domain of information-intensive Web sites, WebQual 2.0 has been extended and refined to encompass an interaction-quality perspective on e-commerce Web sites. Its development draws on an analysis of the service-quality literature. WebQual assesses Web site quality from the "voice of the customer" perspective, an approach adopted in quality-function deployment. It is used to assess customer perceptions of on-line bookshops, one of the more mature areas of Internet commerce. Three UK-based Internet bookshops are assessed using a natural experiment. Data are collected from students using an on-line questionnaire. Analysis of the results demonstrates considerable variations in the offerings of the Web sites. The findings and their implications for e-commerce are discussed, and conclusions and directions for further research are provided.
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Cites
SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality
Parasuraman, A., Berry, L. L., & Zeithaml, V. A. (1988) · Zenodo · doi:10.5281/zenodo.14579729 · Cited by 21,118
The Service Encounter: Diagnosing Favorable and Unfavorable Incidents
Bitner, M. J., Booms, B. H., & Tetreault, M. S. (1990) · Journal of Marketing · doi:10.2307/1252174 · Cited by 4,860
Cited by
WebQual: An Instrument for Consumer Evaluation of Web Sites
Loiacono, E. T., Watson, R. T., & Goodhue, D. L. (2007) · International Journal of Electronic Commerce · doi:10.2753/jec1086-4415110302 · Cited by 812
Perceived information quality in data exchanges: Effects on risk, trust, and intention to use
Nicolaou, A. I., & McKnight, D. H. (2006) · Information Systems Research · doi:10.1287/isre.1060.0103 · Cited by 682
Hsu, C.-L., Chang, K.-C., & Chen, M.-C. (2012) · Information Systems and e-Business Management · doi:10.1007/s10257-011-0181-5 · Cited by 451
Can AI chatbots help retain customers? Impact of AI service quality on customer loyalty
Chen, Q., Lu, Y., Gong, Y., & Xiong, J. (2023) · Internet Research · doi:10.1108/intr-09-2021-0686 · Cited by 260
The relationship between website quality, trust and price premiums at online auctions
Gregg, D. G., & Walczak, S. (2010) · Electronic Commerce Research · doi:10.1007/s10660-010-9044-2 · Cited by 208
Metadata
- Authors
- Barnes, S. J., & Vidgen, R.
- Venue
- International Journal of Electronic Commerce
- Publisher
- Informa UK Limited
- Published
- 2001-09
- Volume
- 6
- Issue
- 1
- Pages
- 11-30
- ISSN
- 1086-4415 (ISSN-L)
- 1557-9301
- OpenAlex
- W2146143340
- Cited by
- 457
- References
- 2
- FWCI
- 21.65
- Type
- journal article
- Language
- en
- Open access
- closed
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- Barnes, S. J., & Vidgen, R. (2001). An Evaluation of Cyber-Bookshops: The WebQual Method. International Journal of Electronic Commerce. https://doi.org/10.1080/10864415.2001.11044225
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Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).
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