Trocchia, Philip J.; Janda, Swinder - In: Journal of Services Marketing 17 (2003) 3, pp. 243-253
interviews with 58 online shoppers to uncover key aspects of Internet service quality. Results indicate that consumers evaluate … the service of Internet marketers in terms of five major dimensions: performance, access, security, sensation, and … Internet service quality, online retailers may use our findings as a resource while constructing, managing, and evaluating …