Measuring electronic service quality gaps in the Australian wine industry

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dc.contributor.authorDavidson, R.
dc.contributor.conferenceCollECTeR Europe (2005 : Furtwangen, Germany)
dc.date.issued2005
dc.descriptionPDF attached with permission from author
dc.description.abstractIt has been proposed that the elimination of electronic-service quality (e-SQ) gaps holds the key to a better website experience when dealing with organizations on-line. In turn, this leads to increased perceived e-SQ, perceived value, and importantly purchases and repurchases. In this paper a method of measuring e-SQ gaps is proposed. Regression and coefficient analysis are used to analyse data collected from the relevant entities to first determine the existence of e-SQ gaps and then to measure the size of the gaps. This innovative way of measuring e-SQ gaps was tested on a study of Australian wineries and found to be effective.
dc.description.statementofresponsibilityRobyn A Davidson
dc.identifier.citationCollECTeR Europe 2005, 12-13 June, 2005, 9p.
dc.identifier.orcidDavidson, R. [0000-0001-7371-1274]
dc.identifier.urihttp://hdl.handle.net/2440/55526
dc.language.isoen
dc.publisherCollecter
dc.publisher.placeOnline
dc.source.urihttp://www.collecter.org/
dc.subjectElectronic service quality
dc.subjecte-SQ
dc.subjectwine industry
dc.subjectcustomer satisfaction
dc.subjectgap analysis
dc.subjectgap measurement
dc.titleMeasuring electronic service quality gaps in the Australian wine industry
dc.typeConference paper
pubs.publication-statusPublished

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