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Cited by 512

The DOI matches its Crossref record; 40 of the 40 references it cites were found in a registry or an index.

Online service quality dimensions and their relationships with satisfaction: A content analysis of customer reviews of securities brokerage services

Yang, Zhilin, Fang, Xiang·2004·International Journal of Service Industry Management
DOI 10.1108/09564230410540953
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Abstract

This exploratory research intends to extend our understanding of service quality and customer satisfaction within the setting of online securities brokerage services. Based upon conceptual frameworks from the areas of services marketing and information systems management, the authors uncovered 52 items across 16 major service quality dimensions by content analysis of 740 customer reviews. The results indicate that primary service quality dimensions leading to online customer satisfaction, with the exception of ease of use, are closely related to traditional services while key factors leading to dissatisfaction are tied to information systems quality. In addition, major drivers of satisfaction and dissatisfaction are identified at the sub‐dimensional level. Theoretical contribution and managerial implications of the findings are further discussed.

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Metadata

Authors
Yang, Z., & Fang, X.
Venue
International Journal of Service Industry Management
Publisher
Emerald
Published
2004-07-01
Volume
15
Issue
3
Pages
302-326
ISSN
0956-4233 (ISSN-L)
DOI
10.1108/09564230410540953
OpenAlex
W1530534970
Cited by
512
References
40
FWCI
15.78
Type
journal article
Language
en
Open access
closed

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CoChat. (2026). Citation check: Online service quality dimensions and their relationships with satisfaction: A content analysis of customer reviews of securities brokerage services. https://app.cochat.ai/papers/10.1108/09564230410540953
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Yang, Z., & Fang, X. (2004). Online service quality dimensions and their relationships with satisfaction: A content analysis of customer reviews of securities brokerage services. International Journal of Service Industry Management. https://doi.org/10.1108/09564230410540953

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.