The classification and importance of E-S-Qual quality attributes: an evaluation of online shoppers
MANAGING SERVICE QUALITY, vol.22, no.6, pp.622-637, 2012 (SSCI, Scopus)
- Publication Type: Article / Article
- Volume: 22 Issue: 6
- Publication Date: 2012
- Doi Number: 10.1108/09604521211287589
- Journal Name: MANAGING SERVICE QUALITY
- Journal Indexes: Social Sciences Citation Index (SSCI), Scopus
- Page Numbers: pp.622-637
- Keywords: Turkey, Internet, Consumer behaviour, Electronic commerce, E-service quality, E-S-QUAL, Kano's model, Analytical hierarchy process
- Dokuz Eylül University Affiliated: Yes
Abstract
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.