Quality of electronic services

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Written by:

John S


Date added:

November 12, 2013








No of pages / words:

2 / 411


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Building on extant research and findings from a qualitative study, the authors develop a broadly applicable, hierarchical quality model for electronic services, which includes three dimensions and nine subdimensions. The proposed model is rigorously tested by means of a large aggregated sample drawn from the customer bases of three different electronic services...
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Rust (2001) defined the concept as “the provision of service over electronic networks” (p. 283). He located it at the intersection of two major developments in the business world: the growing importance of services and the increasing acceptance of information and communication technology as an exchange medium, most notably the Internet...
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