Analysis Electronic Service Quality through E-S-Qual Scale: The Case Study of Nowshahr Hotel
نویسندگان
چکیده
منابع مشابه
A Psychometric Assessment of E-s-qual: a Scale to Measure Electronic Service Quality
As the Internet retailing market grows at an inceasing rate, those who use the Internet as a retailing channel have realised that service delivery and service quality are as important for the Internet environment as for the bricksand-mortar environment. The absence of a valid and reliable instrument to measure service quality in this new environment has, however, bedeviled the endeavors of both...
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Using the means-end framework as a theoretical foundation, this article conceptualizes, constructs, refines, and tests a multiple-item scale (E-S-QUAL) for measuring the service quality delivered by Web sites on which customers shop online. Two stages of empirical data collection revealed that two different scales were necessary for capturing electronic service quality. The basic E-S-QUAL scale...
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ژورنال
عنوان ژورنال: Research Journal of Applied Sciences, Engineering and Technology
سال: 2013
ISSN: 2040-7459,2040-7467
DOI: 10.19026/rjaset.5.4659