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A Conceptual Model To Measure Service Quality Of Online Companies: E-qual

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Proceedings of the 2000 Academy of Marketing Science (AMS) Annual Conference

Abstract

The importance of service quality in improving customer satisfaction and loyalty in traditional business settings has been established. However, valid models to assess service quality for online businesses have not been developed. This paper presents a framework for evaluating the service quality of online businesses--E-QUAL

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Author information

Authors and Affiliations

  1. Springfield, MA, USA

    Shohreh A. Kaynama

  2. Charleston, IL, USA

    Shohreh A. Kaynama

Authors
  1. Shohreh A. Kaynama
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Editor information

Editors and Affiliations

  1. Department of Marketing, Western New England University College of Business, Springfield, Massachusetts, USA

    Harlan E. Spotts

  2. Eastern Illinois University, Charleston, Illinois, USA

    H. Lee Meadow

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Kaynama, S.A. (2015). A Conceptual Model To Measure Service Quality Of Online Companies: E-qual. In: Spotts, H., Meadow, H. (eds) Proceedings of the 2000 Academy of Marketing Science (AMS) Annual Conference. Developments in Marketing Science: Proceedings of the Academy of Marketing Science. Springer, Cham. https://doi.org/10.1007/978-3-319-11885-7_12

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