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The purpose of this paper is to identify various dimensions of green quality. It integrates the existing carbon footprinting technique with the eight dimensions of quality proposed by Garvin (1984, 1987). Apart from extending these concepts, it also proposes two new dimensions – traceability and standardization which are not explicitly considered by the above two.

Conceptual theory building is used to develop a framework consisting of three interrelated propositions which explain the underlying dimensions of green quality and provide a better understanding of the same.

Similar to the eight dimensions of quality proposed by Garvin, the authors propose various dimensions of green quality and develop three propositions around these dimensions. This conceptual framework is developed by integrating the works of traditional quality (specifically Garvin’s eight dimensions), emergent literature on green products and their attributes, carbon footprinting from environmental economics discipline by summarizing their common elements and contrasting their differences.

This research is one of the first studies that explore the dimensions of green quality of a product. Apart from discovering and exploring inherent greenness in Garvin’s eight dimensions of quality, the authors also discuss about two new dimensions – traceability and standardization.

This exploratory research intends to extend our understanding of service quality and customer satisfaction within the setting of online securities brokerage services. Based upon conceptual frameworks from the areas of services marketing and information systems management, the authors uncovered 52 items across 16 major service quality dimensions by content analysis of 740 customer reviews. The results indicate that primary service quality dimensions leading to online customer satisfaction, with the exception of ease of use, are closely related to traditional services while key factors leading to dissatisfaction are tied to information systems quality. In addition, major drivers of satisfaction and dissatisfaction are identified at the sub‐dimensional level. Theoretical contribution and managerial implications of the findings are further discussed.

The purpose of this paper is to study the service-profit chain (SPC) on e-service quality dimensions, online customer value (CV) dimensions, e-satisfaction, and e-loyalty in an e-commerce context.

A total of 2,813 internet customers filled in an online questionnaire after completing a specified task on one of 28 wine web sites from seven countries.

The results highlight the impact of the dimensions of e-service quality (information, aesthetics, ease of use, security/privacy, and reliability) on the dimensions of online CV (functional, economic, and social value) as they affect e-satisfaction, which in turn influences e-loyalty. The results validate the SPC in an e-commerce context and also stress the partial mediating role of the dimensions of online CV between the dimensions of e-service quality and e-satisfaction.

The sample may not exactly match the customer profile of the web sites analyzed. In order to generalize the results, future research should replicate this study with a customer sample from each web site. Future research could also take into account other variables that may have an influence on the relationships identified. Additionally it would be interesting to replicate the study in other industries and undertake longitudinal studies in one or more industries.

From a managerial point of view, online retailers, especially in the wine sector, can positively affect CV, satisfaction, and loyalty by focussing on information, aesthetics, ease of use, security/privacy, and reliability.

This paper is the first to study the SPC by examining service quality dimensions, CV dimensions, satisfaction, and loyalty in an online context. It extends the knowledge of online retailing by validating the SPC on the dimensions of traditional service concepts, such as service quality and CV. The findings can assist online retailers to better understand the dynamics of online customer relationships and the implications for customer satisfaction and ultimately loyalty.

The purpose of this paper is to explore the emergence of self‐service banking technology and investigates customers' perceptions of internet banking self‐service within the Irish financial services sector. This qualitative study of the Irish retail banking sector explored consumers' e‐banking interactions and experiences in addition to assessing the dimensions critical to e‐banking service quality.

A purposive sampling technique was employed to recruit 20 consumers representing the desired range of demographic characteristics (e.g. sex, age, profession), previous internet experience levels and product‐related knowledge.

Despite commonalities between traditional service quality and e‐banking service quality dimensions, due to the remote form of the online encounter, many traditional service quality attributes were found to be redundant and instead e‐dimensions such as web usability, trust, access and information quality service recovery and flexibility emerged as important to e‐banking service provision. Based on an extant review of the literature ten e‐service dimensions were proposed and evaluated empirically in the context of e‐banking service quality. Overall, process quality emerged as key within the online context, with nine out of the ten proposed e‐banking dimensions relating to the service process.

The paper contributes to previous research by adding to existing knowledge regarding what constitutes e‐banking service and the determinants critical to e‐banking service quality. The paper makes key recommendations towards enhancing current online financial services quality and delivery.

Online service quality is one of the key determinants of the success of online retailers. This exploratory study revealed some important findings about online service quality. First, the study identified six key online retailing service quality dimensions as perceived by online customers: reliable/prompt responses, access, ease of use, attentiveness, security, and credibility. Second, of the six, three dimensions, notably reliable/prompt responses, attentiveness, and ease of use, had significant impacts on both customers' perceived overall service quality and their satisfaction. Third, the access dimension had a significant effect on overall service quality, but not on satisfaction. Finally, this study discovered a significantly positive relationship between overall service quality and satisfaction. Important managerial implications and recommendations are also presented.

The purpose of this article is to extend what is know about service quality in realm of the context of Internet retailing. As a result of content analyzing 1,078 consumer anecdotes of online shopping experiences, 14 service quality dimensions representing 42 items were identified. The unique contents of each service quality dimension relate to Internet commerce are examined and discussed. Further, the analysis uncovered a number of contributors to consumer satisfaction and dissatisfaction. The most frequently‐mentioned service attributes resulting in consumer satisfaction were responsiveness, credibility, ease of use, reliability, and convenience. On the other hand, different dimensions including responsiveness, reliability, ease of use, credibility, and competence, were likely to dissatisfy online consumers. Finally, this paper provides various managerial implications and recommendations which may suggest avenues for improving service quality in Internet retailing and, as a corollary, expanding experiences by consumers.

Measuring service quality in online retail is critical. The purpose of this paper is to put in foreground key methodological issues of prevailing research related to scale development for the measurement of service quality in the context of online retail.

Content analysis of 30 research papers sourced from prestigious databases has been done to detect defects within research and sampling methods, survey administration, item generation and purification, dimensionality analysis, reliability and validity assessment. Also observations regarding dimensionality of online service quality constructs have been highlighted.

Study revealed deficiencies in sample size and composition, quantitative orientation in research methods, leniency in item generation/purification and negligent assessment of reliability and validity. It was found that e-service quality is multidimensional in nature and there is no consensus on number and nature of dimensions, although security/privacy, website design, reliability, responsiveness and information emerged as most cited dimensions. Electronic and traditional service quality dimensions displayed analogy in direct or adapted form.

This paper is first to highlight key methodological issues of prevailing research on e-service quality scale development in context of online retail. Implications for researchers and managers are summarized at the end of the study.

The aim of this paper is to identify the dimensions of Automated Teller Machine (ATM) service quality and to evaluate customers’ perceptions of the relative importance of these dimensions.

A structured questionnaire gleaned from the literature and focused group studies was used to collect data from 530 ATM customers of 15 banks in Ghana. Descriptive statistics, exploratory and confirmatory factor analysis, as well as multiple regression, were used to identify the relative importance of the dimensions of ATM service quality.

The paper identified five dimensions of the “ATMqual” model. In order of importance, these dimensions are reliability, convenience, responsiveness, ease of use and fulfillment.

The variables of the ATMqual scale provide practical levers for bank managers to improve customer experience with ATMs. The relative importance of the factors identified in the study also provide managers with a guide as to which issues to focus on in order to improve the efficiency and effectiveness of the ATMs.

The paper provides a theoretical basis for conceptualising ATM service quality. The resulting dimensions, referred to as the ATMqual, thus address the paucity of a robust research in conceptualising and testing the dimensions of ATM service quality. Apart from the improved theoretical insight, the dimensions identified also provide bank managers with better understanding of and means to better manage customers’ ATM experiences.

The purpose of this paper is to examine the role of situation normality cues (online attributes of the e‐banking web site) and structural assurance cues (size and reputation of the bank, and quality of traditional service at the branch) in a consumer's evaluation of the trustworthiness of e‐banking and subsequent adoption behaviour.

Data were collected from a survey and a usable sample of 202 was obtained. Hierarchical moderated regression analysis was used to test the model.

Traditional service quality builds customer trust in the e‐banking service. The size and reputation of the bank were found to provide structural assurance to the customer but not in the absence of traditional service quality. Web site features that give customers confidence are significant situation normality cues.

Bank managers have to realise that good service at the branch is a necessary condition for the promotion of e‐banking. They cannot rely on bank size and reputation to “sell” e‐banking.

This is the first study that examines how traditional service quality and a bank's size and reputation influences trust in e‐banking.

The purpose of this paper is to empirically test the validity of a two‐factor theory for seller service quality in the online auction context.

A sample of 2,000 buyer feedbacks about seller performance (1,000 positive and 1,000 negative) was collected from eBay. Content analysis of positive and negative feedback was conducted and the frequencies of mention of specific service quality attributes were compared.

Analysis of total mentions and exclusive mentions of service quality attributes showed significantly different content for positive and negative feedback, supporting the validity of two‐factor theory in this context and adding to the understanding of customer expectations in this environment.

The paper's findings can guide sellers' allocation of efforts in service design, so they can establish and maintain the reputation necessary to attract bidders and successfully compete in high‐risk online environments like eBay.

The paper extends the understanding of quality determinants in a service environment substantially different to traditional environments because of the risks to which buyers are exposed, information asymmetry, and the lack of previous experience with buyers. In addition, the finding of support for two‐factor theory is in a direct contrast with the conventional, one‐factor model subscribed by most quality researchers in the operations management field, and highlights the importance of investigating customer satisfaction and dissatisfaction separately in the online auction environment.