Applying Servqual to Web Sites: an Exploratory Study

International Journal of Quality & Reliability Management
Emerald Article: Applying SERVQUAL to Web sites: an exploratory study
Jos van Iwaarden, Ton van der Wiele, Leslie Ball, Robert Millen

Article information:
To cite this document: Jos van Iwaarden, Ton van der Wiele, Leslie Ball, Robert Millen, (2003),"Applying SERVQUAL to Web sites: an exploratory study", International Journal of Quality & Reliability Management, Vol. 20 Iss: 8 pp. 919 - 935
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Jos van Iwaarden, Ton van der Wiele, Leslie Ball, Robert Millen, (2003),"Applying SERVQUAL to Web sites: an exploratory study",
International Journal of Quality & Reliability Management, Vol. 20 Iss: 8 pp. 919 - 935 http://dx.doi.org/10.1108/02656710310493634 Jos van Iwaarden, Ton van der Wiele, Leslie Ball, Robert Millen, (2003),"Applying SERVQUAL to Web sites: an exploratory study",
International Journal of Quality & Reliability Management, Vol. 20 Iss: 8 pp. 919 - 935 http://dx.doi.org/10.1108/02656710310493634 Jos van Iwaarden, Ton van der Wiele, Leslie Ball, Robert Millen, (2003),"Applying SERVQUAL to Web sites: an exploratory study",
International Journal of Quality & Reliability Management, Vol. 20 Iss: 8 pp. 919 - 935 http://dx.doi.org/10.1108/02656710310493634 Access to this document was granted through an Emerald subscription provided by UCSI EDUCATION SDN BHD
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Citations: Jos van Iwaarden, Ton van der Wiele, Leslie Ball, Robert Millen, (2003),"Applying SERVQUAL to Web sites: an exploratory study", International Journal of Quality & Reliability Management, Vol http://dx.doi.org/10.1108/02656710310493634 Jos van Iwaarden, Ton van der Wiele, Leslie Ball, Robert Millen, (2003),"Applying SERVQUAL to Web sites: an exploratory study", Jos van Iwaarden, Ton van der Wiele, Leslie Ball, Robert Millen, (2003),"Applying SERVQUAL to Web sites: an exploratory study", International Journal of Quality & Reliability Management, Vol of Commerce, 2002). Since 1997 computer use has grown at a rate of 5.3 percent on an annualized basis Vol. 20 No. 8, 2003 pp