The DOI matches its Crossref record; 3 of the 3 references it cites were found in a registry or an index.
Consumer Perception of E-Service Quality: From Internet Purchaser and Non-Purchaser Perspectives
Open accessAbstract
This exploratory study expands the knowledge concerning service qualitydimensions in the context of Internet commerce, from the differing perspectivesof two groups: Internet purchasers and Internet non-purchasers. Six primaryservice quality dimensions perceived by Internet purchasers were uncovered:reliability, access, ease of use, personalization, security, and credibility whileseven dimensions were discovered for Internet non-purchasers: security, responsiveness,ease of use, reliability, availability, personalization, and access.When examining the relative importance of each dimension affecting overallservice quality assessment, the "reliability" factor was found to be the mostimportant dimension for Internet purchasers while Internet non-purchasersconsider "security" as their most critical concern.
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Citations
Cites
Perceived usefulness, perceived ease of use, and user acceptance of information technology
Davis, F. D. (1989) · MIS Quarterly · doi:10.2307/249008 · Cited by 68,483
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
A Catastrophe Model for Developing Service Satisfaction Strategies
Oliva, T. A., Oliver, R. L., & MacMillan, I. C. (1992) · Journal of Marketing · doi:10.2307/1252298 · Cited by 812
Cited by
Pavlou, P. A., Liang, H., & Xue, Y. (2007) · MIS Quarterly · doi:10.2307/25148783 · Cited by 2,646
Cristobal, E., Flavián, C., & Guinalíu, M. (2007) · Managing Service Quality: An International Journal · doi:10.1108/09604520710744326 · Cited by 788
Yang, Z., & Fang, X. (2004) · International Journal of Service Industry Management · doi:10.1108/09564230410540953 · Cited by 512
Self-citationDeveloping e-service quality scales: A literature review
Ladhari, R. (2010) · Journal of Retailing and Consumer Services · doi:10.1016/j.jretconser.2010.06.003 · Cited by 414
The moderating effect of customer perceived value on online shopping behaviour
Hsin Chang, H., & Wang, H. (2011) · Online Information Review · doi:10.1108/14684521111151414 · Cited by 398
Metadata
- Authors
- Yang, Z., & Jun, M.
- Venue
- Journal of Business Strategies
- Publisher
- Sam Houston State University Library
- Published
- 1970-01-01
- Volume
- 19
- Issue
- 1
- Pages
- 19-42
- ISSN
- 0887-2058 (ISSN-L)
- OpenAlex
- W1563791530
- Cited by
- 506
- References
- 3
- FWCI
- 0.00
- Type
- journal article
- Language
- en
- Open access
- diamond
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- Yang, Z., & Jun, M. (1970). Consumer Perception of E-Service Quality: From Internet Purchaser and Non-Purchaser Perspectives. Journal of Business Strategies. https://doi.org/10.54155/jbs.19.1.19-42
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.
