4Parasuraman,A,Zeithaml,V.A,Malhotra,A. E-S-Qual:a multiple-item scale for assessing electronic service quality[J].Journal of Service Research,2005,(03):213-233.doi:10.1177/1094670504271156.
5Mark B.Kolesar,R.Wayne Galbraith. A services-marketing perspective on eretailing:implications for eretailers and directions for further research[J].Internet Research:Electronic Networking Applications and Policy,2000,(05).
6Peter Hemon,Philip Calvert. E-service quality in libraries:Exploring its features and dimensions[J].Library & Information Science Research,2005,(27):377-404.
7Van Riel,A.C.R,Liljander,V,Jurriens,P. Exploring consumer evaluations of e-services:a portal site[J].International Journal of Service Industry Management,2001,(04):359-377.
8Joel E.Collier,Carol C.Bienstock. Measuring Service Quality in ERetailing[J].Journal of Service Research,2006,(03):260-275.
9Eduard Cristobal. Perceived e-service quality (PeSQ)-Measurement validation and effects on consumer satisfaction and web site loyalty[J].Managing Service Quality,2007,(03):317-340.doi:10.1108/09604520710744326.
10Chien-Ta,Bruce Ho,Wen-Chuan Lin. Measuring the service quality of internet banking:scale development and validation[J].European Business Review,2010,(01):5-24.
