The Customer Perspective of E-Service Quality: An Empirical Study

Samar I. Swaid and Rolf T. Wigand

Chapter 3 in Electronic Markets, 2009, pp 36-61 from Palgrave Macmillan

Abstract: Abstract At their core, networked software applications create services that are able to perform businesses’ activities and communicate with others creating value for the firm and its customers. Currently, services delivered through the network and especially the web (termed here e-service) redefine the conceptualization of services (Hofacker et al., 2007) and thereby impose new challenges to the concept of e-service quality.

Keywords: Structural Equation Modeling; Service Quality; Customer Loyalty; Online Shopper; Service Marketing (search for similar items in EconPapers)
Date: 2009
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DOI: 10.1057/9780230274235_3

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