Davidson, R.2010-01-182010-01-182005CollECTeR Europe 2005, 12-13 June, 2005, 9p.http://hdl.handle.net/2440/55526PDF attached with permission from authorIt 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.enElectronic service qualitye-SQwine industrycustomer satisfactiongap analysisgap measurementConference paper002009420536483Davidson, R. [0000-0001-7371-1274]