e-GovQual: A multiple-item scale for assessing e-government service quality
Perceived e-service quality ( PeSQ ) Measurement validation and effects on consumer satisfaction and web site loyalty
eTransQual : a transaction process-based approach for capturing service quality in online shopping
Customers ’ perceptions of online retailing service quality and their satisfaction
Developing and validating an instrument for measuring user-perceived web quality
Customer Loyalty Explained by Electronic Recovery Service Quality : Implications of the Customer Relationship Re-Establishment for Consumer Electronics E-Tailers