E‐service quality: a model of virtual service quality dimensions

By Jessica Santos. 2003

1,635 citations recorded by the source corpus.

Subfields: Information Systems and Management, Organizational Behavior and Human Resource Management, Sociology and Political Science

View Paper: https://www.semanticscholar.org/paper/71910e352e863249a169abb28b465c6e4cb58e39

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In Information Systems and Management

In Organizational Behavior and Human Resource Management

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Citations in the corpus

Exploring the relationships between e‐service quality, satisfaction, attitudes and behaviours in content‐driven e‐service web sites (2010, background): “In the context of the internet, e-service quality is defined as a consumer’s overall evaluation and judgement of the quality of the e-service delivery in the internet marketplace (Santos, 2003).”
Success Factors for Destination Marketing Web Sites: A Qualitative Meta-Analysis (2007, background): “The term service quality is widely used as a measure of a customer’s judgment about an entity’s overall excellence and superiority (Zeithaml and Bitner 2000), whereas e-quality is defined as the customer’s overall judgment of an e-entity’s excellence (Santos 2003).”
The role of online and offline features in sustaining virtual communities: an empirical study (2007, background): “Furthermore, service quality can be defined as overall customer evaluations and judgments regarding the excellence and quality of service delivery in the virtual marketplace (Santos, 2003).”
The effect of perceived service quality dimensions on customer satisfaction, trust, and loyalty in e‐commerce settings (2010, background): “In an e-commerce setting, perceived service quality is defined as the consumers' overall judgment of the excellence and the quality of e-service offerings in the virtual market place ( Santos, 2003”
Quality of Electronic Services (2006, background): “In the context of electronic services, researchers have even argued that quality may be the most important determinant of long-term success (Santos 2003; Zeithaml, Parasuraman, and Malhotra 2000, 2002).”
Critical success factors for e-commerce entrepreneurship: an empirical study of Thailand (2009, background): “The Internet offers an interactive function with its customers (Santos 2003) and ena les electronic service (e-service) to move to the forefront”
Effects of e‐service quality on loyalty intention: an empirical study in online auction (2008, background): “E-service quality can be described as overall customer evaluations and judgments regarding the excellence and the quality of e-service delivery in the virtual marketplace (Santos, 2003).”
Perceived value, service quality, corporate image and customer loyalty: Empirical assessment from Pakistan (2012, background): “Santos (2003) described service quality as the customers’ overall judgment of the excellence of service offering.”
English Language Teaching and Learning Issues in Malaysia: Learners' Perceptions via Facebook Dialogue Journal (2012, neutral): “[49] Santos, J.”
The effect of automated service quality on Australian banks' financial performance and the mediating role of customer satisfaction (2006, background): ““Automated service quality” is defined as the customer's overall evaluation of the services provided through electronic channels, such as the internet, telephone and ATMs ( Santos, 2003”
Evaluating Factors Influencing Consumer Satisfaction towards Online Shopping in China (2012, background): “" Santos (2003) defined e-service quality as " overall customer assessment and judgments in relation to the excellence and the quality of e-service delivery in the virtual marketplace.”
Service quality models: a review (2005, background): “Model of e-service quality (Santos, 2003) Service quality is one of the key factors in determining the success or failure of electronic commerce.”