Purpose – The purpose of this paper is to study the e‐government service quality and risk perceptions of personal income taxpayers on e‐government service value. Design/methodology/approach – The study uses qualitative in‐depth interview and content analysis to explore the determinants...

Purpose – This paper aims to re‐examine the role of traditional service quality in an e‐banking environment by providing a review of how traditional service quality perceptions have evolved through the current and continuing stream of change in banking technology and the corresponding...

Purpose – The purpose of this paper is to examine the role of situation normality cues (online attributes of the e‐banking web site) and structural assurance cues (size and reputation of the bank, and quality of traditional service at the branch) in a consumer's evaluation of the...

Purpose – The purpose of this paper is to design, develop and evaluate a reliable and valid scale for the measurement of online retail service quality, specifically in the French context. Design/methodology/approach – Study 1 derived scale items from the literature by content analysis. Study...

Purpose – Many traditional retailers use the internet as a complementary business channel while “pure player” retailers only sell products via the internet. The question of who is better at offering electronic physical distribution service quality (e‐PDSQ) is open to debate. But, despite...

Online service quality is one of the key determinants of the success of online retailers. This exploratory study revealed some important findings about online service quality. First, the study identified six key online retailing service quality dimensions as perceived by online customers:...

Purpose – Despite having been widely studied in traditional (bricks‐and‐mortar) services, the effect of service failures and recovery (SFR) on customer loyalty has received only limited attention in the context of e‐services. This paper sets out to empirically test the following set of...

Purpose – The purposes of this paper are to test sources of brand equity for online companies and to examine the role of selective internet marketing activities on the brand equity sources. Design/methodology/approach – These objectives were pursued by testing the nomological validity of the...

Purpose – The purpose of this paper is to compare the e‐service quality perceptions of US and South Korean consumers in relation to overall e‐service quality, e‐satisfaction, and e‐loyalty to understand geographic and cultural differences in relation to the international expansion of...

Purpose – This paper seeks to investigate the key factors underlying customer satisfaction with electronic banking services in an Islamic country, Iran. Design/methodology/approach – The authors validate a measurement model for customer satisfaction evaluation in e‐banking service quality...