Using E-S-QUAL to measure internet service quality of e-commerce web sites in Greece

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Santouridis, Ilias; Trivellas, Panagiotis; Tsimonis, Georgios;
(2011)
  • Publisher: Emerald
  • Related identifiers: doi: 10.1108/17566691211219751
  • Subject: Greece | Consumer behaviour | Customer services quality | Electronic commerce | Web sites | E‐S‐QUAL | Electronic service quality | Perceived value | Customer loyalty

The purpose of this paper is to examine the applicability of the electronic service quality measurement instrument E‐S‐QUAL and its factor structure in the context of e‐commerce in Greece. Also, to investigates the effects of E‐S‐QUAL factors on customer perceived overa... View more
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