Evidence exists that service quality delivery through Web sites is an essential strategy to
success, possibly more important than low price and Web presence. To deliver superior …

This study reviews the literature on e-service quality (e-SQ), with an emphasis on the
methodological issues involved in developing measurement scales and issues related to the …

Purpose This research aims to investigate the effects of e-service quality on customer
satisfaction and customer loyalty. The moderating effects of web design and trust in the …

This study examines the relationships and the impacts of service quality, customer
satisfaction and switching costs on customer loyalty of e-banking in commercial banks. This …

E-banking users’ behaviour: e-service quality, attitude, and customer satisfaction | Emerald
Insight Books and journals Case studies Expert Briefings Open Access Publish with us Advanced …

Purpose–The purpose of this paper is to conceptualize, construct, refine and empirically
validate a multiple‐item scale for measuring customers' service experience (EXQ) …

A four-dimension scale of loyalty that reflects Oliver's [Satisfaction, a Behavioral Perspective
on the Consumer, McGraw-Hill, New York, 1997] conceptualization of a sequential loyalty …

Purpose–The objectives of this article are to develop a multiple‐item scale for measuring e‐
service quality and to study the influence of perceived quality on consumer satisfaction …

To managers of companies with a Web presence, an awareness of how customers perceive
service quality is essential to understanding what customers value in an online service …

The important influence of e-service quality (e-SQ) on customer satisfaction and loyalty has
been demonstrated in many contexts, but has not been examined in telecom settings yet …