This work is licensed under the Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 License.
Ahn, T., Ryu, S., & Han, I. (2004). The impact of the online and offline features on the user acceptance of Internet shopping malls. Electronic Commerce Research & Applications, 3(4), 405–420.AhnT.RyuS.HanI.2004The impact of the online and offline features on the user acceptance of Internet shopping malls3440542010.1016/j.elerap.2004.05.001Search in Google Scholar
Aibinu, A. A., & Al-Lawati, A.M. (2010). Using PLS-SEM technique to model construction organizations’ willingness to participate in e-bidding. Automation in Construction, 19(6), 714–724.AibinuAibinu.A.Al-LawatiA.M.2010Using PLS-SEM technique to model construction organizations’ willingness to participate in e-bidding19671472410.1016/j.autcon.2010.02.016Search in Google Scholar
Ajzen, I. (1991). The theory of planned behavior. Organizational Behavior and Human Decision Processes, 50(2), 179–211.AjzenI.1991The theory of planned behavior50217921110.1016/0749-5978(91)90020-TSearch in Google Scholar
Alkhouli, S. (2017). The effect of banks website service quality and e-satisfaction on e-loyalty: An empirical study on swedish banks. International Journal of Business and Management, 13(1), 1–12.AlkhouliS.2017The effect of banks website service quality and e-satisfaction on e-loyalty: An empirical study on swedish banks13111210.5539/ijbm.v13n1p1Search in Google Scholar
Alzola, L.M., & Robaina, V.P. (2005). SERVQUAL: Its applicability in electronic commerce B2C. Quality Management Journal, 12(4), 46–57.AlzolaL.M.RobainaV.P.2005SERVQUAL: Its applicability in electronic commerce B2C124465710.1080/10686967.2005.11919270Search in Google Scholar
Aquilani, B., Serpico, E., Ruggieri, A., & Silvestri, C. (2016). Offline and online customer satisfaction in B2C markets: Towards an overall customer satisfaction framework. In web-based service: Concepts, methodologies, tools, and applications (pp. 377–430). Hershey, PA, USA: IGI Global.AquilaniB.SerpicoE.RuggieriA.SilvestriC.2016Offline and online customer satisfaction in B2C markets: Towards an overall customer satisfaction framework377430Hershey, PAUSA: IGI Global10.4018/978-1-4666-9466-8.ch018Search in Google Scholar
Arnould, E.J., & Price, L.L. (1993). River magic: Extraordinary experience and the extended service encounter. Journal of Consumer Research, 20(1), 24–45.ArnouldE.J.PriceL.L.1993River magic: Extraordinary experience and the extended service encounter201244510.1086/209331Search in Google Scholar
Bao, H., Li, B., Shen, J., & Hou, F. (2016). Repurchase intention in the Chinese e-marketplace: Roles of interactivity, trust and perceived effectiveness of e-commerce institutional mechanisms. Industrial Management and Data Systems, 116(8), 1759–1778.BaoH.LiB.ShenJ.HouF.2016Repurchase intention in the Chinese e-marketplace: Roles of interactivity, trust and perceived effectiveness of e-commerce institutional mechanisms11681759177810.1108/IMDS-07-2015-0296Search in Google Scholar
Barnes, S.J., & Vidgen, R.T. (2008). An integrative approach to the assessment of e-commerce quality. Journal of Electronic Commerce Research, 3, 114–127.BarnesS.J.VidgenR.T.2008An integrative approach to the assessment of e-commerce quality3114127Search in Google Scholar
Bauer, H.H., Grether, M., & Leach, M. (2002). Building customer relations over the Internet. Industrial Marketing Management, 31(2), 155–163.BauerH.H.GretherM.LeachM.2002Building customer relations over the Internet31215516310.1016/S0019-8501(01)00186-9Search in Google Scholar
Brengman, M., & Karimov, F.P. (2012). The effect of web communities on consumers’ initial trust in B2C e-commerce websites. Management Research Review, 35(9), 791–817.BrengmanM.KarimovF.P.2012The effect of web communities on consumers’ initial trust in B2C e-commerce websites35979181710.1108/01409171211256569Search in Google Scholar
Chin, W.W., Marcolin, B.L., & Newsted, P.R. (2003). A psrtial least squares latent variable modeling approach for measuring interaction effects: Results from a monte carlo simulation study and an electronic-mail emotion/adoption study. Information Systems Research, 14(2), 189–217.ChinW.W.MarcolinB.L.NewstedP.R.2003A psrtial least squares latent variable modeling approach for measuring interaction effects: Results from a monte carlo simulation study and an electronic-mail emotion/adoption study14218921710.1287/isre.14.2.189.16018Search in Google Scholar
Chiou, J.S. (2004). The antecedents of consumers’ loyalty toward Internet service providers. Information & Management, 41(6), 685–695.ChiouJ.S.2004The antecedents of consumers’ loyalty toward Internet service providers41668569510.1016/j.im.2003.08.006Search in Google Scholar
Choi, Y., & Mai, D.Q. (2018). The sustainable role of the e-trust in the B2C e-commerce of Vietnam. Sustainability, 10(1), 291.ChoiY.MaiD.Q.2018The sustainable role of the e-trust in the B2C e-commerce of Vietnam10129110.3390/su10010291Search in Google Scholar
Clarke, I.I. (2001). Emerging value propositions for m-commerce. Journal of Business Strategies, 18(2), 133–148.ClarkeI.I.2001Emerging value propositions for m-commerce18213314810.54155/jbs.18.2.133-148Search in Google Scholar
Coelho, P., & Henseler, J. (2012). Creating customer loyalty through service customization. European Journal of Marketing, 46, 331–356.CoelhoP.HenselerJ.2012Creating customer loyalty through service customization4633135610.1108/03090561211202503Search in Google Scholar
Comrey, A.L. (1988). Factor-analytic methods of scale development in personality and clinical psychology. Journal of Consulting and Clinical Psychology, 56(5), 754–761.ComreyA.L.1988Factor-analytic methods of scale development in personality and clinical psychology56575476110.1037/0022-006X.56.5.754Search in Google Scholar
Cova, B., & Pace, S. (2006). Brand community of convenience products: New forms of customer empowerment—the case “my Nutella The Community.” European Journal of Marketing, 40(9/10), 1087–1105.CovaB.PaceS.2006Brand community of convenience products: New forms of customer empowerment—the case “my Nutella The Community.”409/101087110510.1108/03090560610681023Search in Google Scholar
Cunningham, R.M. (1956). Brand loyalty-what, where, how much. Harvard Business Review, 34(1), 116–128.CunninghamR.M.1956Brand loyalty-what, where, how much341116128Search in Google Scholar
Cyr, D. (2008). Modeling web site design across cultures: relationships to trust, satisfaction, and e-loyalty. Journal of Management Information Systems, 24(4), 47–72.CyrD.2008Modeling web site design across cultures: relationships to trust, satisfaction, and e-loyalty244477210.2753/MIS0742-1222240402Search in Google Scholar
Davis, F.D. (1989). Perceived usefulness, perceived ease of use, and user acceptance of information technology. Mis Quarterly, 13(3), 319–340.DavisF.D.1989Perceived usefulness, perceived ease of use, and user acceptance of information technology13331934010.2307/249008Search in Google Scholar
Dholakia, R.R., Zhao, M., Dholakia, N., & Fortin, D. (2000). Interactivity and revisits to websites: A theoretical framework. American Marketing Association. Conference Proceedings (pp. 108–115).DholakiaR.R.ZhaoM.DholakiaN.FortinD.2000Interactivity and revisits to websites: A theoretical framework108115Search in Google Scholar
Dick, A.S., & Basu, K. (1994). Customer loyalty: Toward an integrated conceptual framework. Journal of the Academy of Marketing Science, 22(2), 99–113.DickA.S.BasuK.1994Customer loyalty: Toward an integrated conceptual framework2229911310.1177/0092070394222001Search in Google Scholar
Ghose, S., & Dou, W. (1998). Interactive functions and their impacts on the appeal of Internet presence sites. Journal of Advertising Research, 38(2), 29–43.GhoseS.DouW.1998Interactive functions and their impacts on the appeal of Internet presence sites3822943Search in Google Scholar
Gommans, M., Krishman, K.S., & Scheffold, K.B. (2001). From brand loyalty to e-loyalty: A conceptual framework. Journal of Economic & Social Research, 3, 43–58.GommansM.KrishmanK.S.ScheffoldK.B.2001From brand loyalty to e-loyalty: A conceptual framework34358Search in Google Scholar
Gremler, D.D., & Brown, S.W. (1996). Service loyalty: Its nature, importance, and implications. QUIS V: Advancing service quality: A global perspective (pp. 171–181). New York: International Service Quality Association.GremlerD.D.BrownS.W.1996Service loyalty: Its nature, importance, and implications171181New YorkInternational Service Quality AssociationSearch in Google Scholar
Griffin, J. (1995). Customer loyalty: How to earn it, how to keep it. New York: Jossey-Bass.GriffinJ.1995Customer loyalty: How to earn itNew YorkJossey-BassSearch in Google Scholar
Ha, C.L. (1998). The theory of reasoned action applied to brand loyalty. Journal of Product & Brand Management, 7(1), 51–61.HaC.L.1998The theory of reasoned action applied to brand loyalty71516110.1108/10610429810209737Search in Google Scholar
Ha, L., & James, E.L. (1998). Interactivity reexamined: A baseline analysis of early business web sites. Journal of Broadcasting & Electronic Media, 42(4), 457–474.HaL.JamesE.L.1998Interactivity reexamined: A baseline analysis of early business web sites42445747410.1080/08838159809364462Search in Google Scholar
Hagel, J. (1999). Net gain: Expanding markets through virtual communities. Journal of Interactive Marketing, 13(1), 56–65.HagelJ.1999Net gain: Expanding markets through virtual communities131566510.1002/(SICI)1520-6653(199924)13:1<55::AID-DIR5>3.0.CO;2-CSearch in Google Scholar
Hair, J.F., Sarstedt, M., Hopkins, L., & Kuppelwieser, V.G. (2014). Partial least squares structural equation modeling (PLS-SEM): An emerging tool in business research. European Business Review, 26(2), 106–121.HairJ.F.SarstedtM.HopkinsL.KuppelwieserV.G.2014Partial least squares structural equation modeling (PLS-SEM): An emerging tool in business research26210612110.1108/EBR-10-2013-0128Search in Google Scholar
Hair, J.F., Sarstedt, M., Ringle, C.M., & Mena, J.A. (2012). An assessment of the use of partial least squares structural equation modeling in marketing research. Journal of the Academy of Marketing Science, 40(3), 414–433.HairJ.F.SarstedtM.RingleC.M.MenaJ.A.2012An assessment of the use of partial least squares structural equation modeling in marketing research40341443310.1007/s11747-011-0261-6Search in Google Scholar
Henseler, J., Ringle, C.M., & Sinkovics, R.R. (2009). The use of partial least squares path modeling in international marketing. Social Science Electronic Publishing, 20(4), 277–319.HenselerJ.RingleC.M.SinkovicsR.R.2009The use of partial least squares path modeling in international marketing20427731910.1108/S1474-7979(2009)0000020014Search in Google Scholar
Homsud, S., & Chaveesuk, S. (2014). An integrated model of customer repurchase intention in B2C e-commerce. In 2014 6th International Conference on Information Technology and Electrical Engineering (ICITEE) (pp. 1–6).HomsudS.ChaveesukS.2014An integrated model of customer repurchase intention in B2C e-commerce1610.1109/ICITEED.2014.7006992Search in Google Scholar
Jacoby, J., & Chestnut, R. (1978). Brand loyalty: Measurement and management. New York: John Wiley & Sons Incorporated.JacobyJ.ChestnutR.1978New YorkJohn Wiley & Sons IncorporatedSearch in Google Scholar
Jiang, L., Jun, M., & Yang, Z. (2016). Customer-perceived value and loyalty: How do key service quality dimensions matter in the context of B2C e-commerce? Service Business, 10(2), 301–317.JiangL.JunM.YangZ.2016Customer-perceived value and loyalty10230131710.1007/s11628-015-0269-ySearch in Google Scholar
Kaplan, A.M., & Haenlein, M. (2012). The Britney Spears universe: Social media and viral marketing at its best. Business Horizons, 55(1), 27–31.KaplanA.M.HaenleinM.2012The Britney Spears universe: Social media and viral marketing at its best551273110.1016/j.bushor.2011.08.009Search in Google Scholar
Koufaris, M., & Hampton-Sosa, W. (2004). The development of initial trust in an online company by new customers, 41(3), 377–397.KoufarisM.Hampton-SosaW.200441337739710.1016/j.im.2003.08.004Search in Google Scholar
Koufaris, M., Kambil, A., & Labarbera, P.A. (2001). Consumer behavior in web-based commerce: An empirical study. International Journal of Electronic Commerce, 6(2), 115–138.KoufarisM.KambilA.LabarberaP.A.2001Consumer behavior in web-based commerce: An empirical study6211513810.1080/10864415.2001.11044233Search in Google Scholar
Kuehn, A.A. (1962). Consumer brand choice as a learning process. Journal of Advertising Research, 2(4), 10–17.KuehnA.A.1962Consumer brand choice as a learning process24101710.1007/978-3-642-51565-1_7Search in Google Scholar
Lee, J. (2017). The assessment tool for user perceived interactivity from ACG website interactivity on imagination. Communications in Computer and Information Science, 713, 57–65.LeeJ.2017The assessment tool for user perceived interactivity from ACG website interactivity on imagination713576510.1007/978-3-319-58750-9_8Search in Google Scholar
Levy, S.E., Getz, D., & Hudson, S. (2011). A field experimental investigation of managerially facilitated consumer-to-consumer interaction. Journal of Travel & Tourism Marketing, 28(6), 656–674.LevyS.E.GetzD.HudsonS.2011A field experimental investigation of managerially facilitated consumer-to-consumer interaction28665667410.1080/10548408.2011.603633Search in Google Scholar
Liang, H.N., Parsons, P.C., Wu, H.-C., & Sedig, K. (2010). An exploratory study of interactivity in visualization tools: “Flow” of interaction. Journal of Interactive Learning Research, 21(1), 5–45.LiangH.N.ParsonsP.C.WuH.-C.SedigK.2010An exploratory study of interactivity in visualization tools: “Flow” of interaction211545Search in Google Scholar
Liu, Y., & Shrum, L.J. (2002). What is interactivity and is it always such a good thing? Implications of definition, person, and situation for the influence of interactivity on advertising effectiveness. Journal of Advertising, 31(4), 53–64.LiuY.ShrumL.J.2002What is interactivity and is it always such a good thing? Implications of definition, person, and situation for the influence of interactivity on advertising effectiveness314536410.1080/00913367.2002.10673685Search in Google Scholar
Lohmöller, J.B. (1989). Predictive vs. structural modeling: PLS vs. ML. In Latent Variable Path Modeling with Partial Least Squares (pp. 199–226). Springer.LohmöllerJ.B.1989Predictive vs. structural modeling: PLS vs. ML199226Springer10.1007/978-3-642-52512-4_5Search in Google Scholar
McAlexander, J.H., Kim, S.K., & Roberts, S.D. (2003). Loyalty: The influences of satisfaction and brand community integration. Journal of Marketing Theory and Practice, 11(4), 1–11.McAlexanderJ.H.KimS.K.RobertsS.D.2003Loyalty: The influences of satisfaction and brand community integration11411110.1080/10696679.2003.11658504Search in Google Scholar
Mcknight, D.H., Choudhury, V., & Kacmar, C. (2002). Developing and validating trust measures for e-Commerce: An intgrative typology. Information Systems Research, 13(3), 334–359.McknightD.H.ChoudhuryV.KacmarC.2002Developing and validating trust measures for e-Commerce: An intgrative typology13333435910.1287/isre.13.3.334.81Search in Google Scholar
Mcmillan, S.J. (2000). Interactivity is in the eye of the beholder: Function, perception, involvement, and attitude toward the web site (pp. 71–78). Proceedings of the 2000 Conference of the American Academy of Advertising.McmillanS.J.2000Interactivity is in the eye of the beholder: Function, perception, involvement, and attitude toward the web site7178Search in Google Scholar
Merrilees, B., & Fry, M. (2003). E-trust: the influence of perceived interactivity on e-retailing users. Marketing Intelligence & Planning, 21(2), 123–128.MerrileesB.FryM.2003E-trust: the influence of perceived interactivity on e-retailing users21212312810.1108/02634500310465461Search in Google Scholar
Montoya-Weiss, M.M., Voss, G.B., & Grewal, D. (2003). Determinants of online channel use and overall satisfaction with a relational, multichannel service provider. Journal of the Academy of Marketing Science, 31(4), 448–458.Montoya-WeissM.M.VossG.B.GrewalD.2003Determinants of online channel use and overall satisfaction with a relational, multichannel service provider31444845810.1177/0092070303254408Search in Google Scholar
Mulvenna, M., Anand, S., & G. Büchner, A. (2000). Personalization on the net using web mining: Introduction. Comm Acm, 43(8), 122–125.MulvennaM.AnandS.G.BüchnerA.2000Personalization on the net using web mining: Introduction43812212510.1145/345124.345165Search in Google Scholar
Ngai, E., W. T, & Gunasekaran, A. (2007). A review for mobile commerce research and applications. Decision Support Systems, 43(1), 3–15.NgaiE.W.T.GunasekaranA.2007A review for mobile commerce research and applications43131510.1016/j.dss.2005.05.003Search in Google Scholar
Nunnally, J.C. (1967). Psychometric theory. McGraw-Hill, New York.NunnallyJ.C.1967McGraw-HillNew YorkSearch in Google Scholar
Parasuraman, A., Zeithaml, V.A., & Malhotra, A. (2005). ES-QUAL: A multiple-item scale for assessing electronic service quality. Journal of Service Research, 7(3), 213–233.ParasuramanA.ZeithamlV.A.MalhotraA.2005ES-QUAL: A multiple-item scale for assessing electronic service quality7321323310.1177/1094670504271156Search in Google Scholar
Pullman, M.E., & Gross, M.A. (2004). Ability of experience design elements to elicit emotions and loyalty behaviors. Decision Sciences, 35(3), 551–578.PullmanM.E.GrossM.A.2004Ability of experience design elements to elicit emotions and loyalty behaviors35355157810.1111/j.0011-7315.2004.02611.xSearch in Google Scholar
Rafaeli, S., & Sudweeks, F. (1997). Networked interactivity. Journal of Computer-Mediated Communication, 2(4).RafaeliS.SudweeksF.1997Networked interactivity2410.1111/j.1083-6101.1997.tb00201.xSearch in Google Scholar
RainesEudy, R. (2000). Using structural equation modeling to test for differential reliability and validity: An empirical demonstration. Structural Equation Modeling A Multidisciplinary Journal, 7(1), 124–141.RainesEudyR.2000Using structural equation modeling to test for differential reliability and validity: An empirical demonstration7112414110.1207/S15328007SEM0701_07Search in Google Scholar
Ranganathan, C., & Ganapathy, S. (2002). Key dimensions of business-to-consumer web sites. Information & Management, 39(6), 457–465.RanganathanC.GanapathyS.2002Key dimensions of business-to-consumer web sites39645746510.1016/S0378-7206(01)00112-4Search in Google Scholar
Rayport, J.F., & Jaworski, B. (2003). Introduction to E-commerce. Boston: McGraw-Hill.RayportJ.F.JaworskiB.2003BostonMcGraw-HillSearch in Google Scholar
Reichheld, F.F. (1993). Loyalty-based management. Harvard Business Review, 71(2), 64–73.ReichheldF.F.1993Loyalty-based management7126473Search in Google Scholar
Reichheld, F.F., & Sasser, J.W. (1990). Zero defections: Quality comes to services. Harvard Business Review, 68(5), 105–111.ReichheldF.F.SasserJ.W.1990Zero defections: Quality comes to services685105111Search in Google Scholar
Rogers, E.M. (1995). Diffusion of innovations. New York: Free Press.RogersE.M.1995New YorkFree PressSearch in Google Scholar
Rowe, I. (2015). Deliberation 2.0: Comparing the deliberative quality of online news user comments across platforms. Journal of Broadcasting & Electronic Media, 59(4), 539–555.RoweI.2015Deliberation 2.0: Comparing the deliberative quality of online news user comments across platforms59453955510.1080/08838151.2015.1093482Search in Google Scholar
Ruyter, K.D., Dellaert, B.G.C., & Monsuwé, T.P.Y. (2004). What drives consumers to shop online? A literature review. International Journal of Service Industry Management, 15(1), 102–121.RuyterK.D.DellaertB.G.C.MonsuwéT.P.Y.2004What drives consumers to shop online? A literature review15110212110.1108/09564230410523358Search in Google Scholar
Sicilia, M., Ruiz, S., & Munuera, J.L. (2005). Effects of interactivity in a web site: The moderating effect of need for cognition. Journal of Advertising, 34(3), 31–44.SiciliaM.RuizS.MunueraJ.L.2005Effects of interactivity in a web site: The moderating effect of need for cognition343314410.1080/00913367.2005.10639202Search in Google Scholar
Smith, E.R. (2000). E-loyalty: How to keep customers coming back to your website. New York: HarperBusiness Publishers.SmithE.R.2000New YorkHarperBusiness PublishersSearch in Google Scholar
Srinivasan, S.S., Anderson, R., & Ponnavolu, K. (2002). Customer loyalty in e-commerce: an exploration of its antecedents and consequences. Journal of Retailing, 78(1), 41–50.SrinivasanS.S.AndersonR.PonnavoluK.2002Customer loyalty in e-commerce: an exploration of its antecedents and consequences781415010.1016/S0022-4359(01)00065-3Search in Google Scholar
Stokes, C. (2014). Understanding a proposed model of customer loyalty formation in B2C e-commerce. International Journal of Future Computer and Communication, 3(3), 191–196.StokesC.2014Understanding a proposed model of customer loyalty formation in B2C e-commerce3319119610.7763/IJFCC.2014.V3.294Search in Google Scholar
Storbacka, K., Strandvik, T., & Grönroos, C. (1994). Managing customer relationships for profit: the dynamics of relationship quality. International Journal of Service Industry Management, 5(5), 21–38.StorbackaK.StrandvikT.GrönroosC.1994Managing customer relationships for profit: the dynamics of relationship quality55213810.1108/09564239410074358Search in Google Scholar
Straubhaar, J., & Larose, R. (1997). Communications media in the information society. Belmont, CA: Wadsworth Publishers.StraubhaarJ.LaroseR.1997Belmont, CAWadsworth PublishersSearch in Google Scholar
Tucker, W.T. (1964). The development of brand loyalty. Journal of Marketing Research, 1(3), 32–35.TuckerW.T.1964The development of brand loyalty13323510.1177/002224376400100304Search in Google Scholar
Varadarajan, R., Srinivasan, R., Vadakkepatt, G.G., Yadav, M.S., Pavlou, P.A., Krishnamurthy, S., & Krause, T. (2010). Interactive technologies and retailing strategy: A review, conceptual framework and future research directions. Journal of Interactive Marketing, 24(2), 96–110.VaradarajanR.SrinivasanR.VadakkepattG.G.YadavM.S.PavlouP.A.KrishnamurthyS.KrauseT.2010Interactive technologies and retailing strategy: A review, conceptual framework and future research directions2429611010.1016/j.intmar.2010.02.004Search in Google Scholar
Wolfinbarger, M., & Gilly, M.C. (2003). eTailQ: dimensionalizing, measuring and predicting etail quality. Journal of Retailing, 79(3), 183–198.WolfinbargerM.GillyM.C.2003eTailQ: dimensionalizing, measuring and predicting etail quality79318319810.1016/S0022-4359(03)00034-4Search in Google Scholar
Wu, C., & Hsing, S.S. (2006). Less is more: How scarcity influences consumers’ value perceptions and purchase intents through mediating variables. Journal of American Academy of Business, 9(2), 125–132.WuC.HsingS.S.2006Less is more: How scarcity influences consumers’ value perceptions and purchase intents through mediating variables92125132Search in Google Scholar
Wu, G.M. (2000). The role of perceived interactivity in interactive and processing. The University of Texas, Austin.WuG.M.2000The University of TexasAustinSearch in Google Scholar
Yang, L.M., Li, T., & Li, J. (2012). The Interactive Strategy of B2C E-Commerce Website. Advanced Engineering Forum, 6–7(5), 978–984.YangL.M.LiT.LiJ.2012The Interactive Strategy of B2C E-Commerce Website67597898410.4028/www.scientific.net/AEF.6-7.978Search in Google Scholar
Yang, S., Liu, Y., & Wei, J. (2016). Social capital on mobile SNS addiction: A perspective from online and offline channel integrations. Internet Research, 26(4), 982–1000.YangS.LiuY.WeiJ.2016Social capital on mobile SNS addiction: A perspective from online and offline channel integrations264982100010.1108/IntR-01-2015-0010Search in Google Scholar
Yoo, B., & Donthu, N. (2001). Developing a scale to measure the perceived quality of an Internet shopping site (SITEQUAL). Quarterly Journal of Electronic Commerce, 2(1), 31–47.YooB.DonthuN.2001Developing a scale to measure the perceived quality of an Internet shopping site (SITEQUAL)213147Search in Google Scholar
Zeithaml, V.A., Parasuraman, A., & Malhotra, A. (2002). Service quality delivery through web sites: A critical review of extant knowledge. Journal of the Academy of Marketing Science, 30(4), 362–375.ZeithamlV.A.ParasuramanA.MalhotraA.2002Service quality delivery through web sites: A critical review of extant knowledge30436237510.1177/009207002236911Search in Google Scholar