The classification and importance of E-S-Qual quality attributes: an evaluation of online shoppers

Duman Kurt S., Atrek B.

MANAGING SERVICE QUALITY, cilt.22, sa.6, ss.622-637, 2012 (SSCI) identifier identifier

  • Yayın Türü: Makale / Tam Makale
  • Cilt numarası: 22 Sayı: 6
  • Basım Tarihi: 2012
  • Doi Numarası: 10.1108/09604521211287589
  • Dergi Adı: MANAGING SERVICE QUALITY
  • Derginin Tarandığı İndeksler: Social Sciences Citation Index (SSCI), Scopus
  • Sayfa Sayıları: ss.622-637
  • Anahtar Kelimeler: Turkey, Internet, Consumer behaviour, Electronic commerce, E-service quality, E-S-QUAL, Kano's model, Analytical hierarchy process, CUSTOMER SATISFACTION, KANOS MODEL, SERVICES
  • Dokuz Eylül Üniversitesi Adresli: Evet

Özet

Purpose - The purpose of this study is to classify and assess the importance levels of the quality attributes of E-S-QUAL measurement scale, aiming to focus on the most important attributes to improve.