Dimensions of e‐quality

Christian N. Madu (Department of Management and Management Science, Lubin School of Business, Pace University, New York, USA)
Assumpta A. Madu (Department of Ophthalmology, Albert Einstein College of Medicine, Bronx‐Lebanon Hospital Center, Bronx, New York, USA)

International Journal of Quality & Reliability Management

ISSN: 0265-671X

Publication date: 1 May 2002


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/10.1108/02656710210415668

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Copyright © 2002, MCB UP Limited

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