Stamenkov, Gjoko; Dika, Zamir - In: Journal of Service Theory and Practice 25 (2015) 4, pp. 414-442
sustained longitudinally. The purpose of this paper is to propose a sustainable e-service quality model by presenting results … from a mixed-method study conducted in the Republic of Macedonia’s banking industry. Sustainable e-service quality is the … unit of analysis. Findings – Results support a sustainable e-service quality model, confirming that it captures the effect …