Dimensions of e‐quality

By C. Madu, A. Madu. 2002

684 citations recorded by the source corpus.

Subfields: Information Systems, Marketing

View Paper: https://www.semanticscholar.org/paper/d2e5fd6cf9dc8acb68374399b03be174c11bca30

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Citations in the corpus

Generic technology-based service quality dimensions in banking: Impact on customer satisfaction and loyalty (2011, background): “Other dimensions considered to measure e-service quality are website appearance, ease of use, linkage, layout and content, reliability, efficiency, support, communication, security, incentives, performance, feature, storage capability, serviceability, trust, responsiveness, customization, web store ”
Can the building of trust overcome consumer perceived risk online (2006, background): “This concern was highlighted as one of the dimensions of internet quality by Madu and Madu (2002)”
Success Factors for Destination Marketing Web Sites: A Qualitative Meta-Analysis (2007, background): “The paper by Madu and Madu (2002) listed the greatest number of dimensions (16) whereas Zhang and von Dran (2001) only measured 1 dimension.”
Tourists’ Experiences with Smart Tourism Technology at Smart Destinations and Their Behavior Intentions (2019, background): “Personalized services satisfy tourists’ needs and maximize their travel experience as well as their satisfaction with smart tourism destinations (Madu and Madu 2002; No and Kim 2015).”
Examining the influence of customer-to-customer electronic word-of-mouth on purchase intention in social networking sites (2019, background): “In addition, websites must be consistently updated to meet user expectations of product value (Madu& Madu, 2002).”
Measuring customer perceived online service quality: Scale development and managerial implications (2004, background): “The index addresses the following seven customer service quality aspects: reliability, competence, responsiveness, access, credibility, communication, and understanding the individualSimilarly, Madu and Madu (2002)”
Understanding user experiences of online travel review websites for hotel booking behaviours: an investigation of a dual motivation theory (2018, background): “The study by Madu and Madu (2002) indicated that a website that fails to perform regular updates of product information is not able to generate the expected performance of the business.”
Customers' perceptions of online retailing service quality and their satisfaction (2004, background): “Unlike a traditional service environment where it is possible to IJQRM 21,8 832 establish a relationship of trust through physical contacts, it is very difficult to inspire customer trust in cyberspace (Kim and Eom, 2002; Madu and Madu, 2002).”
The development of an e-travel service quality scale (2007, methodology): “Although carrying the same name as the one in SERVQUAL, this dimension has been measured by the promptness with which a website responds to customers in an online environment (e.g., Kaynama & Black, 2000; Madu & Madu, 2002; Zeithaml et al., 2002).”
The impact of electronic word-of-mouth: The adoption of online opinions in online customer communities (2008, background): “Madu and Madu (2002) urged that when the web site is not updated consistently, the web site cannot deliver the expected performance and therefore provide no added value to users.”
Perceived e‐service quality (PeSQ) (2007, background): “The majority of the scales previously developed consider attributes related to customer service (e.g. Liu and Arnett, 2000; van Riel et al. 2001; Madu and Madu, 2002; Wolfinbarger and Gilly, 2003).”
Influencing the online consumer's behavior: the Web experience (2004, background): “Madu and Madu, 2002 .”