6Parasuraman A,Zeithaml V A,Berry L L.Servqual:A multiple-item scale for measuring consumer perceptions of service quality.Journal of Retailing,1988,64(1):12-40.
9Zeithaml VA,Parasuraman A,Malhotra A.E-S-QUAL:Amultiple-item Scale for assessing electronic service quality.Journal of Service Research,2005,7(3):213-233.
10Yang Z.Consumer perceptions of service quality in lnternet-based electronic commerce//The Norwegian school of Economics& Business Administration.Proceedings of the 30th EMAC Conference.Stockholm:European Marketing Academy,2001:8-11.
