Customer satisfaction has emerged as one of the most important factors that guarantee the
success of online store; it has been posited as a key stimulant of purchase, repurchase …

Purpose The purpose of this study is to examine the development of service quality research
in hospitality and tourism from 1984 to 2014, to identify research gaps and to suggest …

Purpose–The purpose of this paper is to examine the internet banking service quality and its
implication on e-customer satisfaction and e-customer loyalty. Design/methodology …

Purpose This research identifies the critical factors of online service delivery of electronic
commerce (e-commerce) websites, including website attractiveness, website functionality …

This research empirically examines the effect of various Internet shopping site qualities on
the utilitarian and hedonic values of Internet shopping. The influence of the perceived level …

Managers in the service sector are under pressure to demonstrate that their services are
customer-focused and that continuous performance improvement is being delivered. It is …

This study explores service quality dimensions in Internet Banking in the State of Kerala
(India) and investigates the effect of these dimensions on customer satisfaction. The service …

Purpose–This study aims to determine the effects of service quality dimensions on customer
satisfaction in Pakistan by using the SERVQUAL model. Design/methodology/approach–A …

Purpose–The purpose of this paper is to investigate the role of Web 2.0 and social media in
relationship marketing (RM) in banking. The aim is to understand why some banks resist the …

Purpose–Customer satisfaction in the banking industry has long been measured as a
function of service quality by using a variation of the SERVQUAL instrument. The purpose of …