Measuring Web-based Service Quality: The Online Customer Point of View.
Rolf T. WigandSamar SwaidPublished in: AMCIS (2007)
Keyphrases
- service quality
- customer satisfaction
- customer loyalty
- electronic commerce
- call center
- internet shopping
- service providers
- customer requirements
- competitive environment
- user satisfaction
- online shopping
- competitive advantage
- information systems
- online learning
- online retailers
- quality of service
- customer service
- marketing strategies
- customer support
- real time
- information quality
- job satisfaction
- potential customers
- customer relationship management
- website design
- data mining
- product design
- database systems