Springer, Mark; Tyran, Craig; Ross, Steve - In: International Journal of E-Business Research (IJEBR) 9 (2013) 2, pp. 61-80
Electronic service quality, or e-service quality, is the quality experienced by the user of a service delivered over the Web. Over the past several years, researchers have developed many models of e-service quality with the goal of identifying those factors that are most important for customer...