Measuring Internet retail service quality using E-S-QUAL
(2011)
Journal Article
Rafiq, M., Lu, X., & Fulford, H. (2012). Measuring Internet retail service quality using E-S-QUAL. Journal of Marketing Management, 28(9-10), 1159-1173. https://doi.org/10.1080/0267257x.2011.621441
Despite its acknowledged importance, there are few rigorous empirical studies examining Internet retail service quality. An exception is the development of the E-S-QUAL scale by Parasuraman, Zeithaml, and Malhotra (2005 Parasuraman, A., Zeithaml, V.A... Read More about Measuring Internet retail service quality using E-S-QUAL.