Assessing service quality on the WEB: evidence from B2C  portals

Spiros Gounaris; Sergios Dimitriadis

doi:10.1108/08876040310486302

Assessing service quality on the WEB: evidence from B2C portals

Spiros Gounaris, Sergios Dimitriadis

Marketing

Research output: Contribution to journal › Article › peer-review

132 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.

Original language	English
Pages (from-to)	529-548
Number of pages	19
Journal	Journal of Services Marketing
Volume	17
Issue number	5
DOIs	https://doi.org/10.1108/08876040310486302
Publication status	Published - 2003

Keywords

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

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10.1108/08876040310486302

Cite this

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KW - evidence

KW - customer services quality

KW - worldwide web

KW - portals

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KW - electronic commerce

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Assessing service quality on the WEB: evidence from B2C portals

Abstract

Keywords

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