Petnji, Yaya Luc Honore; Frederic, Marimon; Casadesus, … - In: Economic Quality Control 27 (2012) 1, pp. 19-41
The absence of a valid and reliable scale to measure e-service quality forced early researchers to make use of some fairly unsatisfactory alternatives. To improve these previous studies, Parasuraman et al. (2005) developed and operationalized E-S-QUAL, a multi-item scale for examining website...