Luo, Chu; Shen, Lei; Gao, Han - In: Journal of Electronic Commerce in Organizations (JECO) 15 (2017) 1, pp. 84-95
This study develops a comprehensive framework of e-service quality, and measures the e-service quality based on modified importance-performance analysis. Based on 300 consumer surveys of four popular retail websites, this study develops an e-service quality scale derived from previous studies,...