This study aims to apply Grey system based on modified E-S-Qual model to analyze e-service quality.Questionnaires on the basis of E-S-Qual model, which consisted in 7 dimensions, were distributed among customers of 5040.ir, an online retailer in Iran. 251 questionnaires were obtainedfrom the customer’s website. After applying the method and calculating the scores in each dimension, the gap betwe...

The purpose of this study is to explore the applicability of the E‐S‐QUAL instrument in the context of libraries’ social media services. As libraries have increased their use of social media such as Facebook and Twitter to interact with users and share information, the evaluation of the services has been emphasized to improve service strategies and meet user needs. However, there are no criteri...

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...

Turunnya indeks brand BCA Mobile secara signifikan pada tahun 2019 serta banyaknya kritik terkait layanan di App Store dan Play menjadi alasan utama penelitian ini dilakukan, dengan tujuan mengetahui seberapa besar pengaruh mutu kepuasan loyalitas nasabah Kota Surabaya. Skala E-Service-Quality E-RecoveryService-Quality yang telah dimodifikasi sesuai kebutuhan adalah acuan model penelitian. Samp...

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