Quality evaluation in on-line service environments: An application of the importance-performance measurement technique

Managing Service Quality: An International Journal

Volumn 11, Issue 6, 2001, Pages 402-417

  O'Neill, Martin ^a   Wright, Christine ^b   Fitz, Frank ^c  

^a EDITH COWAN UNIVERSITY   (Australia)

^b AUBURN UNIVERSITY   (United States)

^c UNIVERSITY OF ULSTER   (United Kingdom)

Author keywords

Customer satisfaction; Information technology; Internet; Measurement; Service quality

Indexed keywords

EID: 84986043556     PISSN: 09604529     EISSN: None     Source Type: Journal    
DOI: 10.1108/EUM0000000006519     Document Type: Article

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