The DOI matches its Crossref record.
Dimensions of e‐quality
Abstract
Abstract The aim of this paper is to identify the features or dimensions that customers use to assess the quality of a virtual service or operation. It will focus on identifying those characteristics that are perceived by customers as a necessity in achieving customer satisfaction in a virtual operation.
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Citations
Cited by
Cristobal, E., Flavián, C., & Guinalíu, M. (2007) · Managing Service Quality: An International Journal · doi:10.1108/09604520710744326 · Cited by 788
Duarte, P., Costa e Silva, S., & Ferreira, M. B. (2018) · Journal of Retailing and Consumer Services · doi:10.1016/j.jretconser.2018.06.007 · Cited by 471
Ganguli, S., & Roy, S. K. (2011) · International Journal of Bank Marketing · doi:10.1108/02652321111107648 · Cited by 357
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
Hammoud, J., Bizri, R. M., & El Baba, I. (2018) · Sage Open · doi:10.1177/2158244018790633 · Cited by 238
E-banking users’ behaviour: e-service quality, attitude, and customer satisfaction
Ayo, C. K., Oni, A. A., Adewoye, O. J., & Eweoya, I. O. (2016) · International Journal of Bank Marketing · doi:10.1108/ijbm-12-2014-0175 · Cited by 206
Buying environment characteristics in the context of e‐service
Kim, J., Kim, M., & Kandampully, J. (2009) · European Journal of Marketing · doi:10.1108/03090560910976438 · Cited by 136
Connolly, R., & Bannister, F. (2007) · Journal of Information Technology · doi:10.1057/palgrave.jit.2000071 · Cited by 132
Lorenzo-Romero, C., Constantinides, E., & Alarcón-del-Amo, M.-D.-C. (2013) · Journal of Internet Commerce · doi:10.1080/15332861.2013.763695 · Cited by 43
Service equality in virtual reference
Shachaf, P., Oltmann, S. M., & Horowitz, S. M. (2008) · Journal of the American Society for Information Science and Technology · doi:10.1002/asi.20757 · Cited by 38
Customer behavior toward online insurance services in India
Khare, A., Dixit, S., Chaudhary, R., Kochhar, P., & Mishra, S. (2012) · Journal of Database Marketing & Customer Strategy Management · doi:10.1057/dbm.2012.14 · Cited by 18
Health Website Success: User Engagement in Health-Related Websites
Imlawi, J. (2017) · International Journal of Interactive Mobile Technologies (iJIM) · doi:10.3991/ijim.v11i6.6959 · Cited by 14
Metadata
- Authors
- Madu, C. N., & Madu, A. A.
- Venue
- International Journal of Quality & Reliability Management
- Publisher
- Emerald
- Published
- 2002-05
- Volume
- 19
- Issue
- 3
- Pages
- 246-258
- ISSN
- 0265-671X (ISSN-L)
- OpenAlex
- W2051978915
- Cited by
- 564
- References
- 0
- FWCI
- 17.49
- Type
- journal article
- Language
- en
- Open access
- closed
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Registry, retraction, Cites and statistics results are computed, not judged, with one exception: a printed reference that no index lists is read once by a model before it counts as a citation error. Claims are extracted by a model and kept only when their quote appears verbatim in the text; each cited source is then checked, with a model’s help, for whether it says what the claim relies on. Those verdicts can be wrong — read the claim’s quote and the cited source before relying on one.
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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.
