Purchasing behaviour in an online supermarket: The applicability of E-S-QUAL
Frederic Marimon
International University of Catalonia
Richard Vidgen
University of New South Wales
Stuart Barnes
University of East Anglia
Eduard Cristóbal
University of Lleida
Introduction
The well-known SERVQUAL instrument (Parasuraman et al. 1985, 1988; Parasuraman et al. 1991) has become one of the most widely used generic measures of service quality. More recently, Parasuraman et al.(2005) have developed a new instrument, known as ‘E-S-QUAL’, to assess service quality in the context of electronic commerce (e-commerce). The E-S-QUAL...