Measuring customer perceived online service quality: Scale development and managerial implications

By Zhilin Yang, Minjoon Jun, R. Peterson. 2004

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Service Quality and Customer Satisfaction in Selected Banks in Rwanda (2017, background): “and Johnston offer particularly robust service quality dimensions for measuring traditional services and could serve as a good starting point for further research [5,12].”
Determinants of customer repurchase intention in online shopping (2009, methodology): “According to Yang et al. (2004), responsiveness is the foremost critical factor in determining e-service quality.”