van Iwaarden, Jos; van der Wiele, Ton; Ball, Leslie; … - In: International Journal of Quality & Reliability Management 20 (2003) 8, pp. 919-935
In an effort to identify the quality factors perceived to be most important in relation to the use of Web sites, a survey was undertaken. The questionnaire utilized was based on the SERVQUAL instrument that identifies five quality dimensions in service environments. The results indicate that the...