The aim of this paper is to identify the features or dimensions that customers use to assess the quality of a virtual service or operation. It will focus on identifying those characteristics that are perceived by customers as a necessity in achieving customer satisfaction in a virtual operation.
Madu, C. and Madu, A. (2002), "Dimensions of e‐quality", International Journal of Quality & Reliability Management, Vol. 19 No. 3, pp. 246-258. https://doi.org/10.1108/02656710210415668Download as .RIS
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