Dimensions of e-quality

Christian N. Madu, Assumpta A. Madu

Research output: Contribution to journalArticle

314 Scopus citations

Abstract

The aim of this paper is to identify the features or dimensions that customers use to assess the quality of a virtual service or operation. It will focus on identifying those characteristics that are perceived by customers as a necessity in achieving customer satisfaction in a virtual operation.

Original languageEnglish (US)
Pages (from-to)246-258
Number of pages13
JournalInternational Journal of Quality and Reliability Management
Volume19
Issue number3
DOIs
StatePublished - Dec 1 2002

Keywords

  • Customer service
  • Internet
  • Quality

ASJC Scopus subject areas

  • Business, Management and Accounting(all)
  • Strategy and Management

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