The purpose of this paper is to set forth a reliable and valid means of measuring online service quality based on a broad conceptual framework which integrates theory and conceptualization in customer service quality, information systems quality, and product portfolio management, into online...

The purpose of this article is to extend what is know about service quality in realm of the context of Internet retailing. As a result of content analyzing 1,078 consumer anecdotes of online shopping experiences, 14 service quality dimensions representing 42 items were identified. The unique...