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Developing e-service quality scales: A literature review

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  1. Hossain, Tasnim M Taufique & Akter, Shahriar & Kattiyapornpong, Uraiporn & Dwivedi, Yogesh K., 2019. "Multichannel integration quality: A systematic review and agenda for future research," Journal of Retailing and Consumer Services, Elsevier, vol. 49(C), pages 154-163.
  2. Finn, Adam, 2011. "Investigating the non-linear effects of e-service quality dimensions on customer satisfaction," Journal of Retailing and Consumer Services, Elsevier, vol. 18(1), pages 27-37.
  3. Avadhut Arun Patwardhan & Neeraj Pandey, 2021. "Analyzing Role of E-SERVQUAL Constructs for Post-pandemic Recovery of Indian Taxi Aggregator Services," International Journal of Global Business and Competitiveness, Springer, vol. 16(1), pages 89-102, December.
  4. Birch-Jensen, Andrea & Gremyr, Ida & Halldórsson, Árni, 2020. "Digitally connected services: Improvements through customer-initiated feedback," European Management Journal, Elsevier, vol. 38(5), pages 814-825.
  5. Philippe Simon, 2016. "Regulatory and economic instruments (REI) to benefit the development of MSEs in Haiti [Instruments économiques et règlementaires (IER) au profit du développement des TPE en Haïti]," Working Papers hal-01292918, HAL.
  6. Shaw, Norman & Eschenbrenner, Brenda & Baier, Daniel, 2022. "Online shopping continuance after COVID-19: A comparison of Canada, Germany and the United States," Journal of Retailing and Consumer Services, Elsevier, vol. 69(C).
  7. Ashwarya Kapoor & Rajiv Sindwani & Manisha Goel, 2021. "Ranking Mobile Wallet Service Providers Using Fuzzy Multi-Criteria Decision-Making Approach," International Journal of E-Business Research (IJEBR), IGI Global, vol. 17(4), pages 1-21, October.
  8. Nurfirda Sofia Silviana & Rofiaty & Astrid Puspaningrum, 2022. "The effect of customer experience of trust and e-service quality on customer loyalty with customer satisfaction as a research mediation variable in Tokopedia e-commerce: A study case on new students i," International Journal of Research in Business and Social Science (2147-4478), Center for the Strategic Studies in Business and Finance, vol. 11(6), pages 600-608, September.
  9. Chathurika Sewwandi Kannangara & Rosie Elizabeth Allen & Jerome Francis Carson & Samia Zahraa Noor Khan & Gill Waugh & Kondal Reddy Kandadi, 2020. "Onwards and upwards: The development, piloting and validation of a new measure of academic tenacity- The Bolton Uni-Stride Scale (BUSS)," PLOS ONE, Public Library of Science, vol. 15(7), pages 1-26, July.
  10. Pee, L.G. & Jiang, James & Klein, Gary, 2018. "Signaling effect of website usability on repurchase intention," International Journal of Information Management, Elsevier, vol. 39(C), pages 228-241.
  11. Suryandari, Retno Tanding & Paswan, Audhesh K., 2014. "Online customer service and retail type-product congruence," Journal of Retailing and Consumer Services, Elsevier, vol. 21(1), pages 69-76.
  12. Linus Osuagwu, 2020. "Research Methods: Issues and Research Direction," Business and Management Research, Business and Management Research, Sciedu Press, vol. 9(3), pages 46-55, September.
  13. Che Nawi Noorshella & Al Mamun Abdullah & Ahmad Raston Nursalihah, 2015. "Examining the Key Factors Affecting e-Service Quality of Small Online Apparel Businesses in Malaysia," SAGE Open, , vol. 5(2), pages 21582440155, April.
  14. Kaatz, Christopher, 2020. "Retail in my pocket– replicating and extending the construct of service quality into the mobile commerce context," Journal of Retailing and Consumer Services, Elsevier, vol. 53(C).
  15. Hongyi Sun & Wenbin Ni & Zhiqiang Wang, 2016. "A consumption system model integrating quality, satisfaction and behavioral intentions in online shopping," Information Technology and Management, Springer, vol. 17(2), pages 165-177, June.
  16. Aladwani, Adel M., 2017. "Compatible quality of social media content: Conceptualization, measurement, and affordances," International Journal of Information Management, Elsevier, vol. 37(6), pages 576-582.
  17. Dia Zeglat & Fayiz Shrafat & Ziad Al-Smadi, 2016. "The Impact of the E-Service Quality of Online Databases on Users’ Behavioral Intentions: A Perspective of Postgraduate Students," International Review of Management and Marketing, Econjournals, vol. 6(1), pages 1-10.
  18. Nadeem, Waqar & Andreini, Daniela & Salo, Jari & Laukkanen, Tommi, 2015. "Engaging consumers online through websites and social media: A gender study of Italian Generation Y clothing consumers," International Journal of Information Management, Elsevier, vol. 35(4), pages 432-442.
  19. Thaichon, Paramaporn & Lobo, Antonio & Prentice, Catherine & Quach, Thu Nguyen, 2014. "The development of service quality dimensions for internet service providers: Retaining customers of different usage patterns," Journal of Retailing and Consumer Services, Elsevier, vol. 21(6), pages 1047-1058.
  20. Chie-Hyeon Lim & Min-Jun Kim & Jun-Yeon Heo & Kwang-Jae Kim, 2018. "Design of informatics-based services in manufacturing industries: case studies using large vehicle-related databases," Journal of Intelligent Manufacturing, Springer, vol. 29(3), pages 497-508, March.
  21. Chetan A. Jhaveri & Jitendra M. Nenavani, 2020. "Evaluation of eTail Services Quality: AHP Approach," Vision, , vol. 24(3), pages 310-319, September.
  22. Carmen Selva-Sevilla & Paula Ferrara & Manuel Gerónimo-Pardo, 2020. "Interchangeability of the EQ-5D and the SF-6D, and comparison of their psychometric properties in a spinal postoperative Spanish population," The European Journal of Health Economics, Springer;Deutsche Gesellschaft für Gesundheitsökonomie (DGGÖ), vol. 21(4), pages 649-662, June.
  23. Alnawas, Ibrahim & Al Khateeb, Amr, 2022. "Developing and validating a multidisciplinary scale of E-retailing website elements," Journal of Retailing and Consumer Services, Elsevier, vol. 66(C).
  24. Theodosiou, Marios & Katsikea, Evangelia & Samiee, Saeed & Makri, Katerina, 2019. "A Comparison of Formative Versus Reflective Approaches for the Measurement of Electronic Service Quality," Journal of Interactive Marketing, Elsevier, vol. 47(C), pages 53-67.
  25. Monika Hamerska & Monika Ziółko & Patryk Stawiarski, 2022. "A Sustainable Transport System—The MMQUAL Model of Shared Micromobility Service Quality Assessment," Sustainability, MDPI, vol. 14(7), pages 1-18, March.
  26. María Alonso-Almeida & Llorenç Bagur-Femenías & Josep Llach, 2015. "The adoption of quality management practices and their impact on business performance in small service companies: the case of Spanish travel agencies," Service Business, Springer;Pan-Pacific Business Association, vol. 9(1), pages 57-75, March.
  27. Chan, Vanessa Hiu Ying & Chiu, Dickson K.W. & Ho, Kevin K.W., 2022. "Mediating effects on the relationship between perceived service quality and public library app loyalty during the COVID-19 era," Journal of Retailing and Consumer Services, Elsevier, vol. 67(C).
  28. Yaya Luc Honore Petnji & Marimon Frederic & Fa Marti Casadesus, 2012. "Measuring E-Service Quality: Reviewing E-S-QUAL," Stochastics and Quality Control, De Gruyter, vol. 27(1), pages 19-41, September.
  29. Pynnönen, Sari & Haltia, Emmi & Hujala, Teppo, 2021. "Digital forest information platform as service innovation: Finnish Metsaan.fi service use, users and utilisation," Forest Policy and Economics, Elsevier, vol. 125(C).
  30. Linh Nguyen & Odile Chanut, 2018. "Measure Service Quality In E-Commerce Context: A Review Of Measurement Scale And Perspectives [Mesurer La Qualite De Service D'Un Site E-Marchand : État De L'Art Des Echelles De Mesure Et Perspecti," Post-Print hal-01812214, HAL.
  31. Bressolles, Grégory & Durrieu, François & Senecal, Sylvain, 2014. "A consumer typology based on e-service quality and e-satisfaction," Journal of Retailing and Consumer Services, Elsevier, vol. 21(6), pages 889-896.
  32. Doherty, Neil F. & Shakur, Mahani & Ellis-Chadwick, Fiona, 2015. "The role of e-service quality management in the delivery business value," Journal of Retailing and Consumer Services, Elsevier, vol. 27(C), pages 52-62.
  33. Belanche, Daniel & Casaló, Luis V. & Guinalíu, Miguel, 2012. "Website usability, consumer satisfaction and the intention to use a website: The moderating effect of perceived risk," Journal of Retailing and Consumer Services, Elsevier, vol. 19(1), pages 124-132.
  34. Di Fatta, Davide & Patton, Dean & Viglia, Giampaolo, 2018. "The determinants of conversion rates in SME e-commerce websites," Journal of Retailing and Consumer Services, Elsevier, vol. 41(C), pages 161-168.
  35. Ladhari, Riadh & Leclerc, André, 2013. "Building loyalty with online financial services customers: Is there a gender difference?," Journal of Retailing and Consumer Services, Elsevier, vol. 20(6), pages 560-569.
  36. YUSFIARTO Rizaldi & NUGRAHA Septy Setia & PAMBUDI Dwi Santosa & PAMBEKTI Galuh Tri, 2022. "Islamic Banking And Loyalty: Service Quality, Intimacy Or Religious Driven?," Studies in Business and Economics, Lucian Blaga University of Sibiu, Faculty of Economic Sciences, vol. 17(2), pages 300-318, August.
  37. Gjoko Stamenkov & Zamir Dika, 2016. "Bank employees’ internal and external perspectives on e-service quality, satisfaction and loyalty," Electronic Markets, Springer;IIM University of St. Gallen, vol. 26(3), pages 291-309, August.
  38. Ladhari, Riadh & Rioux, Magalie Christelle & Souiden, Nizar & Chiadmi, Nour-Eddine, 2019. "Consumers’ motives for visiting a food retailer's Facebook page," Journal of Retailing and Consumer Services, Elsevier, vol. 50(C), pages 379-385.
  39. Hsu, Chin-Lung & Lin, Judy Chuan-Chuan, 2023. "Understanding the user satisfaction and loyalty of customer service chatbots," Journal of Retailing and Consumer Services, Elsevier, vol. 71(C).
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