Assessing service quality on the WEB: evidence from B2C portals

Spiros Gounaris, Sergios Dimitriadis

Research output: Contribution to journalArticlepeer-review

131 Citations (Scopus)


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 languageEnglish
Pages (from-to)529-548
Number of pages19
JournalJournal of Services Marketing
Issue number5
Publication statusPublished - 2003


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


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