The DOI matches its Crossref record; 49 of the 49 references it cites were found in a registry or an index.
Measuring customer perceived online service quality: Scale development and managerial implications
Abstract
The purpose of this paper is to set forth a reliable and valid means of measuring online service quality based on a broad conceptual framework which integrates theory and conceptualization in customer service quality, information systems quality, and product portfolio management, into online service quality. An ethnographic content analysis of 848 customer reviews of online banking services was employed to identify salient online service quality dimensions. The most frequently cited online service quality attributes, along with literature review and personal interview results, were utilized to develop the survey questionnaire. Subsequent to the pre‐test, a Web‐based survey was undertaken to verify and test the online service quality model. A confirmatory factor analysis produced six key online service quality dimensions: reliability, responsiveness, competence, ease of use, security, and product portfolio. This paper includes a discussion of the managerial and theoretical implications of this online service quality model.
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Cited by
Barratt, M., Choi, T. Y., & Li, M. (2011) · Journal of Operations Management · doi:10.1016/j.jom.2010.06.002 · Cited by 1,288
Determinants of customer repurchase intention in online shopping
Chiu, C., Chang, C., Cheng, H., & Fang, Y. (2009) · Online Information Review · doi:10.1108/14684520910985710 · Cited by 657
Cho, M., Bonn, M. A., & Li, J. (. (2019) · International Journal of Hospitality Management · doi:10.1016/j.ijhm.2018.06.019 · Cited by 494
Demirci Orel, F., & Kara, A. (2014) · Journal of Retailing and Consumer Services · doi:10.1016/j.jretconser.2013.07.002 · Cited by 473
Internet banking service quality, e-customer satisfaction and loyalty: the modified e-SERVQUAL model
Raza, S. A., Umer, A., Qureshi, M. A., & Dahri, A. S. (2020) · The TQM Journal · doi:10.1108/tqm-02-2020-0019 · Cited by 444
Metadata
- Authors
- Yang, Z., Jun, M., & Peterson, R. T.
- Venue
- International Journal of Operations & Production Management
- Publisher
- Emerald
- Published
- 2004-11-01
- Volume
- 24
- Issue
- 11
- Pages
- 1149-1174
- ISSN
- 0144-3577 (ISSN-L)
- OpenAlex
- W1590240496
- Cited by
- 498
- References
- 49
- FWCI
- 17.93
- Type
- journal article
- Language
- en
- Open access
- closed
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Data sources
Bibliographic data: Semantic Scholar, OpenAlex, Crossref.
Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).
Semantic Scholar’s data is described in: Kinney, R., et al. (2023). The Semantic Scholar Open Data Platform. arXiv:2301.10140.
