Service quality
E-service quality: The next frontier

Given the widespread use of internet and e-commerce, researchers have also sought to define and measure e-service quality. Parasuraman, Zeithaml, and Malhotra (2005, p. 5) define e-service quality as the “extent to which a website facilitates efficient and effective shopping, purchasing, and delivery.” Wolfinbarger and Gilly (2003, p. 183) define e-service quality as “the beginning to the end of the transaction including information search, website navigation, order, customer service interactions, delivery, and satisfaction with the ordered product.”.
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