2Parasuraman 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.
5Zeithaml 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.
6Yang 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.
7Wolfinbarger M,Gilly MC.ETailQ:Dimensionalizing,measuring and predicting emil quality.Journal of Retailing,2003,79(3):183-198.
8Santos J.E-service quality:A model of virtual service quality dimensions.Managing Service Quality,2003,13(3):233-246.
9Zhang xiaoni,Prybutok VR.A consumer perspective of e-service quality.Engineering Management,2005,52(4):461-477.
10Heim G R.,Field J M.Process drivers of e-service quality:Analysis of data from an online rating site.Journal of OperationsManagement,2007,25(5):962-984.
