Menezes, Liziane Silva; Sellitto, Miguel Afonso; … - In: Business Process Management Journal 22 (2016) 3, pp. 438-457
Purpose – The purpose of this paper is to develop a multiple item scale for measuring perceived quality in e-service provided by a university. Design/methodology/approach – The authors used a two-step methodology: a qualitative part to identify relevant dimensions and indicators in e-service...