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Web Survey Bibliography

Title eTailQ: dimensionalizing, measuring and predicting etail quality
Source Journal of Retailing, 79, 3, pp.183–198
Year 2003
Database ScienceDirect
Access date 10.05.2010
Full text

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Quality is related to customer satisfaction, retention and loyalty in both product and services settings. Thus, quality is expected to be a determinant of online retailer success as well. Based on online and offline focus groups, a sorting task, and an online survey of a customer panel, the authors establish the dimensions of the etail experience, and develop a reliable and valid scale for the measurement of etail quality. The analysis suggests that four factors—website design, fulfillment/reliability, privacy/security and customer service—are strongly predictive of customer judgments of quality and satisfaction, customer loyalty and attitudes toward the website.

Access/Direct link

ScienceDirect (full text); Babson College (full text)

Year of publication2003
Bibliographic typeJournal article

Web survey bibliography (4086)