Assessing service quality on the WEB: evidence from B2C portals

Spiros Gounaris, Sergios Dimitriadis

Research output: Contribution to journalArticle

103 Citations (Scopus)

Abstract

The article explores the quality dimensions that the visitors of national and foreign business-to-consumer portals use to assess the performance of their service offering. Based on the SERVQUAL model and previous research on Web site evaluation and quality, the paper identified three quality dimensions that proved to be stable across sites’ nationality and user profiles. Several implications are drawn from these results for both Web site marketers and future academic research.
LanguageEnglish
Pages529-548
Number of pages19
JournalJournal of Services Marketing
Volume17
Issue number5
DOIs
Publication statusPublished - 2003

Fingerprint

Service quality
Web sites
Nationality
Academic research
Marketers
Evaluation
User profile

Keywords

  • assessment
  • service quality
  • WEB
  • internet
  • B2C portals
  • evidence
  • customer services quality
  • worldwide web
  • portals
  • marketing
  • Greece
  • electronic commerce
  • e-commerce

Cite this

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Assessing service quality on the WEB : evidence from B2C portals. / Gounaris, Spiros; Dimitriadis, Sergios.

In: Journal of Services Marketing, Vol. 17, No. 5, 2003, p. 529-548.

Research output: Contribution to journalArticle

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