An assessment of customers' e-service quality perception, satisfaction and intention.
Godwin J. UdoKallol Kumar BagchiPeeter KirsPublished in: Int. J. Inf. Manag. (2010)
Keyphrases
- service quality
- customer satisfaction
- service providers
- call center
- customer loyalty
- customer requirements
- technology acceptance
- user satisfaction
- subjective norm
- quality management
- customer service
- electronic commerce
- quality of service
- customer support
- online shopping
- information systems
- competitive environment
- competitive advantage
- information disclosure
- information quality
- marketing strategies
- database systems
- databases
- real time
- database