How to cite this paper
Nemati, B., Gazor, H., MirAshrafi, S & Ameleh, K. (2002). Analyzing e-service quality in service-based website by E-SERVQUAL.Management Science Letters , 2(2), 727-734.
Refrences
Asher, J.M. (1988). The cost of quality in service industries. International Journal of Quality and Reliability Management, 5(5), 38-46.
Babakus, E., Yavas, U., Karatepe, O., & Avci, T. (2003). The effects of management commitment to service quality on employees’ affective and performance outcomes. Journal of the Academy of Marketing Science, 31(3), 272–286.
Candido, C.J.F. & Morris, D.S. (2001). The implications of service quality gaps for strategy implementation. Total Quality Management, 12, 825-833.
Chang, H.H. (2007). Critical factors and benefits in the implementation of customer relationship management. Total Quality Management & Business Excellence, 18(5), 483–508.
Chiu, H.C., Hsieh, Y.C., & Kao, C.Y. (2005). Website quality and customer’s behavioral intention: An exploratory study of the role of information asymmetry. Total Quality Management & Business Excellence, 16(2), 185–198.
Christopher, M. (1998) Logistics and Supply Chain Management: Strategies for Reducing Cost and Improving Service (Pitman).
Cox, J. & Dale, B. G. (2001). Service quality and ecommerce: an exploratory analysis, Managing Service Quality, 11(2), 121–131.
Cronin, J.J. & Taylor, S.A. (1992). Measuring service quality: a reexamination and extension, Journal of Marketing, 56(3), 55-68.
Dabholkar, P. A. (1996). Consumer evaluations of new technology-based self-service options: an investigation of alternative models. International Journal of Research in Marketing, 13 (1), 29–51.
Dotchin, J.A. & Ockland, J.S. (1994). Total quality management in services. International Journal of Quality and Reliability Management, 11(3), 27- 42.
Gazor, H., Nemati, N., Ehsani, A., & Nazari Ameleh, K. (2012). analyzing effects of service encounter quality on customer satisfaction in banking industry. Management Science Letters, 2, doi: 10.5267/j.msl.2011.11.011.
Kaynama, S. A. & Black, C. I. (2000). A proposal to assess the service quality of online travel agencies: an exploratory study. Journal of Professional Services Marketing, 21(1), 63–88.
Lagrosen, S., Seyyed-Hashemi, R., & Leitner, M. (2004). Examination of the dimensions of quality in higher education. Quality Assurance in Education, 12(2), 61-69.
Mels, G., Boshoff, C. & Nel, D. (1997). The dimensions of service quality: the original European perspective revisited. The Service Industries Journal, 17(1), 173- 189.
O’Connor, S., Trinh, H., & Shewchuk, R. (2000). Perceptual gaps in understanding patient expectations for health care service quality. Health Care Management Review, 25 (7)–23.
Papadopoulou, P., Andreou, A., Kanellis, P. & Martakos, D. (2001). Trust and relationship building in electronic commerce. Internet Research: Electronic Networking and Policy 11(4), 322–332.
Parasuraman, A., Zeithaml, V.A., & Berry, L.L. (1988). SERVQUAL: a multiple item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(12)–40.
Parasuraman, A., Zeithaml, V.A., & Malhotra, A. (2005). E-S-Qual: a multiple-item scale for assessing electronic service quality. Journal of Service Research, 7(3), 213–233.
Petersen, A. (2001). Private matters: it seems that trust equals revenue, even online, The Wall Street Journal Europe, Special Section on E-Commerce (February 12), p. viii.
Ranganathan, C., & Ganapathy, S. (2002). Key dimensions of business-to-consumer web sites. Information and Management 39, 457–465.
Reichheld, F. F. & Schefter, P. (2000). E-loyalty: your secret weapon on the web. Harvard Business Review, 78(4), 105–113.
Roy, M. C., Dewit, O. & Aubert, B. A. (2001). The impact of interface usability on trust in web retailers. Internet Research: Electronic Networking Applications and Policy, 11(5), 388–398.
Szymanski, D. M. & Hise, R. T. (2000). E-satisfaction: an initial examination. Journal of Retailing, 76(3), 309–322.
Urban, G. L., Sultan, F. & Qualls, W. J. (2000). Placing trust at the center of your Internet strategy. Sloan Management Review, 42(1), 39–48.
Van Riel, Allard C. R., Semeijn, J., & Pauwels, P. (2004) Online Travel Service Quality: the Role of Pre-Transaction Services. Total Quality Management & Business Excellence, 15(4), 475-493.
White, H., & Nteli, F. (2004). Internet banking in the UK: why are there not more customers? Journal of Financial Services Marketing, 9 (1), 49–56.
Wisniewski, M. (2001). Assessing customer satisfaction with local authority services using SERVQUAL. Total Quality Management, 12, 995- 1002.
Xie, M., Goh, T.N. & Wang, H. (1998). Quality dimensions of internet search engines. Journal of Information Science, 24(5), 87- 94
Yoo, B., & Donthu, N., (2001), Developing a scale to measure the perceived quality of Internet shopping sites(SITEQUAL).Quarterly Journal of Electronic Commerce, 2(1), 31–47.
Zeithaml, V. A., Parasuraman, A. & Malhotra, A. (2000). A conceptual framework for understanding e-service quality: Implications for future research and managerial practice. Working Paper, Report Nr. 00–115 (Cambridge, MA: Marketing Science Institute).
Zeithaml, V.A, Berry, L.L., & Parasuraman, A. (1996). The behavioral consequences of service quality. Journal of Marketing, 60(3), 1–52.
Zeithaml, V.A. (1988). Consumer perceptions of price, quality and value: A means–end model and synthesis of evidence. Journal of Marketing, 52, 2–22.
Zeithaml, V.A. Parasuraman, A., & Berry, .L.L. (1990). Developing Quality Service: Balancing Customer Perception and Expectations. The Free Press, New York.
Zeithaml, V.A., Parasuraman, A., & Malhotra, A. (2001). A conceptual framework for understanding e-service quality: Implication for future research and managerial practice. MSI Working Paper Series, No. 00-115. Cambridge, MA.
Zeithaml, V.A., Parasuraman, A., & Malhotra, A. (2002). Service quality delivery through web sites: A critical review of extant knowledge. Journal of the Academy of Marketing Science, 30(4), 362–375.
Babakus, E., Yavas, U., Karatepe, O., & Avci, T. (2003). The effects of management commitment to service quality on employees’ affective and performance outcomes. Journal of the Academy of Marketing Science, 31(3), 272–286.
Candido, C.J.F. & Morris, D.S. (2001). The implications of service quality gaps for strategy implementation. Total Quality Management, 12, 825-833.
Chang, H.H. (2007). Critical factors and benefits in the implementation of customer relationship management. Total Quality Management & Business Excellence, 18(5), 483–508.
Chiu, H.C., Hsieh, Y.C., & Kao, C.Y. (2005). Website quality and customer’s behavioral intention: An exploratory study of the role of information asymmetry. Total Quality Management & Business Excellence, 16(2), 185–198.
Christopher, M. (1998) Logistics and Supply Chain Management: Strategies for Reducing Cost and Improving Service (Pitman).
Cox, J. & Dale, B. G. (2001). Service quality and ecommerce: an exploratory analysis, Managing Service Quality, 11(2), 121–131.
Cronin, J.J. & Taylor, S.A. (1992). Measuring service quality: a reexamination and extension, Journal of Marketing, 56(3), 55-68.
Dabholkar, P. A. (1996). Consumer evaluations of new technology-based self-service options: an investigation of alternative models. International Journal of Research in Marketing, 13 (1), 29–51.
Dotchin, J.A. & Ockland, J.S. (1994). Total quality management in services. International Journal of Quality and Reliability Management, 11(3), 27- 42.
Gazor, H., Nemati, N., Ehsani, A., & Nazari Ameleh, K. (2012). analyzing effects of service encounter quality on customer satisfaction in banking industry. Management Science Letters, 2, doi: 10.5267/j.msl.2011.11.011.
Kaynama, S. A. & Black, C. I. (2000). A proposal to assess the service quality of online travel agencies: an exploratory study. Journal of Professional Services Marketing, 21(1), 63–88.
Lagrosen, S., Seyyed-Hashemi, R., & Leitner, M. (2004). Examination of the dimensions of quality in higher education. Quality Assurance in Education, 12(2), 61-69.
Mels, G., Boshoff, C. & Nel, D. (1997). The dimensions of service quality: the original European perspective revisited. The Service Industries Journal, 17(1), 173- 189.
O’Connor, S., Trinh, H., & Shewchuk, R. (2000). Perceptual gaps in understanding patient expectations for health care service quality. Health Care Management Review, 25 (7)–23.
Papadopoulou, P., Andreou, A., Kanellis, P. & Martakos, D. (2001). Trust and relationship building in electronic commerce. Internet Research: Electronic Networking and Policy 11(4), 322–332.
Parasuraman, A., Zeithaml, V.A., & Berry, L.L. (1988). SERVQUAL: a multiple item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(12)–40.
Parasuraman, A., Zeithaml, V.A., & Malhotra, A. (2005). E-S-Qual: a multiple-item scale for assessing electronic service quality. Journal of Service Research, 7(3), 213–233.
Petersen, A. (2001). Private matters: it seems that trust equals revenue, even online, The Wall Street Journal Europe, Special Section on E-Commerce (February 12), p. viii.
Ranganathan, C., & Ganapathy, S. (2002). Key dimensions of business-to-consumer web sites. Information and Management 39, 457–465.
Reichheld, F. F. & Schefter, P. (2000). E-loyalty: your secret weapon on the web. Harvard Business Review, 78(4), 105–113.
Roy, M. C., Dewit, O. & Aubert, B. A. (2001). The impact of interface usability on trust in web retailers. Internet Research: Electronic Networking Applications and Policy, 11(5), 388–398.
Szymanski, D. M. & Hise, R. T. (2000). E-satisfaction: an initial examination. Journal of Retailing, 76(3), 309–322.
Urban, G. L., Sultan, F. & Qualls, W. J. (2000). Placing trust at the center of your Internet strategy. Sloan Management Review, 42(1), 39–48.
Van Riel, Allard C. R., Semeijn, J., & Pauwels, P. (2004) Online Travel Service Quality: the Role of Pre-Transaction Services. Total Quality Management & Business Excellence, 15(4), 475-493.
White, H., & Nteli, F. (2004). Internet banking in the UK: why are there not more customers? Journal of Financial Services Marketing, 9 (1), 49–56.
Wisniewski, M. (2001). Assessing customer satisfaction with local authority services using SERVQUAL. Total Quality Management, 12, 995- 1002.
Xie, M., Goh, T.N. & Wang, H. (1998). Quality dimensions of internet search engines. Journal of Information Science, 24(5), 87- 94
Yoo, B., & Donthu, N., (2001), Developing a scale to measure the perceived quality of Internet shopping sites(SITEQUAL).Quarterly Journal of Electronic Commerce, 2(1), 31–47.
Zeithaml, V. A., Parasuraman, A. & Malhotra, A. (2000). A conceptual framework for understanding e-service quality: Implications for future research and managerial practice. Working Paper, Report Nr. 00–115 (Cambridge, MA: Marketing Science Institute).
Zeithaml, V.A, Berry, L.L., & Parasuraman, A. (1996). The behavioral consequences of service quality. Journal of Marketing, 60(3), 1–52.
Zeithaml, V.A. (1988). Consumer perceptions of price, quality and value: A means–end model and synthesis of evidence. Journal of Marketing, 52, 2–22.
Zeithaml, V.A. Parasuraman, A., & Berry, .L.L. (1990). Developing Quality Service: Balancing Customer Perception and Expectations. The Free Press, New York.
Zeithaml, V.A., Parasuraman, A., & Malhotra, A. (2001). A conceptual framework for understanding e-service quality: Implication for future research and managerial practice. MSI Working Paper Series, No. 00-115. Cambridge, MA.
Zeithaml, V.A., Parasuraman, A., & Malhotra, A. (2002). Service quality delivery through web sites: A critical review of extant knowledge. Journal of the Academy of Marketing Science, 30(4), 362–375.