Assessing service quality on the Web: evidence from business‐to‐consumer portals

Spiros Gounaris, Sergios Dimitriadis
2003 Journal of Services Marketing  
The article explores the quality dimensions that the visitors of national and foreign business-to-consumer portals use to assess the performance of their service offering. Based on the SERVQUAL model and previous research on Web site evaluation and quality, the paper identified three quality dimensions that proved to be stable across sites' nationality and user profiles. Several implications are drawn from these results for both Web site marketers and future academic research. The Emerald
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doi:10.1108/08876040310486302 fatcat:k55zj3i3jvbjnob2paurplowmi