E-book Customer Service Satisfaction by Using E-S-Qual
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...
متن کاملUser Assessment of an Advisory Service System: Use of the E-s-qual Instrument
MIS faculty members at a public university have developed a prototype academic advising support system (AASS). To facilitate user assessment of the system, an instrument that measures service quality for electronic services was modified and administered. Results from the survey of 63 students found that the instrument was suitable for a service-based system such as AASS. The factor of efficienc...
متن کاملE-S-QUAL A Multiple-Item Scale for Assessing Electronic Service Quality
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...
متن کاملQuantifying Customer Satisfaction with E-commerce Websites
E-commerce is an increasingly significant part of the global economy. Users of E-commerce Web sites often have high expectations for the quality of service, and if those expectations are not met, the next site is only a click away. A number of performance problems have been observed for E-commerce Web sites, and much work has gone into characterising the performance of Web servers and Internet ...
متن کاملFactors Affecting E-Service Satisfaction
User satisfaction is an important predictor of online consumer behavior and the success of a web-based system. If customers are satisfied with the services received through the online system, it is likely they will keep using the system. To examine factors affecting user satisfaction with e-services, a questionnaire was distributed to a random sample of (615) students out of (5918) at Petra Uni...
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ژورنال
عنوان ژورنال: The Journal of the Korea Contents Association
سال: 2014
ISSN: 1598-4877
DOI: 10.5392/jkca.2014.14.07.559