{"id":"https://openalex.org/W2160107409","doi":"https://doi.org/10.5267/j.msl.2011.12.001","title":"Analyzing e-service quality in service-based website by E-SERVQUAL","display_name":"Analyzing e-service quality in service-based website by E-SERVQUAL","publication_year":2012,"publication_date":"2012-01-20","ids":{"openalex":"https://openalex.org/W2160107409","doi":"https://doi.org/10.5267/j.msl.2011.12.001","mag":"2160107409"},"language":"en","primary_location":{"id":"doi:10.5267/j.msl.2011.12.001","doi":"https://doi.org/10.5267/j.msl.2011.12.001","is_oa":true,"landing_page_url":"https://doi.org/10.5267/j.msl.2011.12.001","pdf_url":"https://doi.org/10.5267/j.msl.2011.12.001","source":{"id":"https://openalex.org/S2737251451","display_name":"Management Science Letters","issn_l":"1923-9335","issn":["1923-9335","1923-9343"],"is_oa":true,"is_in_doaj":true,"is_core":true,"listed_in":["cwts-core","doaj","norway-1","poland-20"],"host_organization":"https://openalex.org/P4310312984","host_organization_name":"Growing Science","host_organization_lineage":["https://openalex.org/P4310312984"],"host_organization_lineage_names":["Growing Science"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Management Science Letters","raw_type":"journal-article"},"volume":null,"type":"article","indexed_in":["crossref","doaj"],"open_access":{"is_oa":true,"oa_status":"diamond","oa_url":"https://doi.org/10.5267/j.msl.2011.12.001","any_repository_has_fulltext":true},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5064016429","display_name":"Babak Nemati","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I55547365","display_name":"Payame Noor University","ror":"https://ror.org/031699d98","country_code":"IR","type":"education","lineage":["https://openalex.org/I55547365"]}],"countries":["IR"],"is_corresponding":true,"raw_author_name":"Babak Nemati","raw_affiliation_strings":["Department Acoounting & Management of Payam Noor University of Damavand, Tehran, Iran"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department Acoounting & Management of Payam Noor University of Damavand, Tehran, Iran","institution_ids":["https://openalex.org/I55547365"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5000732180","display_name":"Hossein Gazor","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I200432940","display_name":"Allameh Tabataba'i University","ror":"https://ror.org/02cc4gc68","country_code":"IR","type":"education","lineage":["https://openalex.org/I200432940"]}],"countries":["IR"],"is_corresponding":false,"raw_author_name":"Hossein Gazor","raw_affiliation_strings":["Department of Accounting & Management of Allameh Tabatabai University, Tehran, Iran"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Accounting & Management of Allameh Tabatabai University, Tehran, Iran","institution_ids":["https://openalex.org/I200432940"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5085371389","display_name":"Seyed Norollah MirAshrafi","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I1306291479","display_name":"Islamic Azad University Roudehen Branch","ror":"https://ror.org/00dzmf738","country_code":"IR","type":"education","lineage":["https://openalex.org/I110525433","https://openalex.org/I1306291479"]}],"countries":["IR"],"is_corresponding":false,"raw_author_name":"Seyed Norollah MirAshrafi","raw_affiliation_strings":["Department of Political Science Islamic Azad University of Roudehen, Tehran, Iran"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Political Science Islamic Azad University of Roudehen, Tehran, Iran","institution_ids":["https://openalex.org/I1306291479"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5033811734","display_name":"Kianoush Nazari Ameleh","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I200432940","display_name":"Allameh Tabataba'i University","ror":"https://ror.org/02cc4gc68","country_code":"IR","type":"education","lineage":["https://openalex.org/I200432940"]}],"countries":["IR"],"is_corresponding":false,"raw_author_name":"Kianoush Nazari Ameleh","raw_affiliation_strings":["Department of Accounting & Management of Allameh Tabatabai University, Tehran, Iran"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Accounting & Management of Allameh Tabatabai University, Tehran, Iran","institution_ids":["https://openalex.org/I200432940"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":3,"corresponding_author_ids":["https://openalex.org/A5064016429"],"corresponding_institution_ids":["https://openalex.org/I55547365"],"apc_list":null,"apc_paid":null,"fwci":5.1832,"has_fulltext":true,"cited_by_count":38,"citation_normalized_percentile":{"value":0.94814216,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":89,"max":99},"biblio":{"volume":"2","issue":"2","first_page":"727","last_page":"734"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9496999979019165,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9496999979019165,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10953","display_name":"E-Government and Public Services","score":0.02290000021457672,"subfield":{"id":"https://openalex.org/subfields/3320","display_name":"Political Science and International Relations"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10068","display_name":"Technology Adoption and User Behaviour","score":0.017400000244379044,"subfield":{"id":"https://openalex.org/subfields/1802","display_name":"Information Systems and Management"},"field":{"id":"https://openalex.org/fields/18","display_name":"Decision Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/e-service-quality","display_name":"e-service quality","score":0.9919999837875366},{"id":"https://openalex.org/keywords/servqual","display_name":"SERVQUAL","score":0.8230000138282776},{"id":"https://openalex.org/keywords/web-service-performance","display_name":"web service performance","score":0.5879999995231628},{"id":"https://openalex.org/keywords/online-service-quality","display_name":"online service quality","score":0.7429999709129333},{"id":"https://openalex.org/keywords/student-perceptions","display_name":"student perceptions","score":0.6890000104904175},{"id":"https://openalex.org/keywords/iranian-universities","display_name":"Iranian universities","score":0.7260000109672546}],"concepts":[{"id":"https://openalex.org/C136703025","wikidata":"https://www.wikidata.org/wiki/Q44605","display_name":"SERVQUAL","level":4,"score":0.7928258776664734},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.6753113865852356},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.6356598734855652},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.6120737195014954},{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.5912485122680664},{"id":"https://openalex.org/C110157686","wikidata":"https://www.wikidata.org/wiki/Q922122","display_name":"Broadcasting (networking)","level":2,"score":0.5250208973884583},{"id":"https://openalex.org/C2780009758","wikidata":"https://www.wikidata.org/wiki/Q6804172","display_name":"Measure (data warehouse)","level":2,"score":0.5222257375717163},{"id":"https://openalex.org/C75949130","wikidata":"https://www.wikidata.org/wiki/Q848010","display_name":"Database transaction","level":2,"score":0.5004935264587402},{"id":"https://openalex.org/C136764020","wikidata":"https://www.wikidata.org/wiki/Q466","display_name":"World Wide Web","level":1,"score":0.4571331739425659},{"id":"https://openalex.org/C110875604","wikidata":"https://www.wikidata.org/wiki/Q75","display_name":"The Internet","level":2,"score":0.44711464643478394},{"id":"https://openalex.org/C5119721","wikidata":"https://www.wikidata.org/wiki/Q220501","display_name":"Quality of service","level":2,"score":0.4117029905319214},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.28493863344192505},{"id":"https://openalex.org/C77088390","wikidata":"https://www.wikidata.org/wiki/Q8513","display_name":"Database","level":1,"score":0.2516319155693054},{"id":"https://openalex.org/C76155785","wikidata":"https://www.wikidata.org/wiki/Q418","display_name":"Telecommunications","level":1,"score":0.1741640865802765},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.17053404450416565},{"id":"https://openalex.org/C38652104","wikidata":"https://www.wikidata.org/wiki/Q3510521","display_name":"Computer security","level":1,"score":0.09012719988822937},{"id":"https://openalex.org/C138885662","wikidata":"https://www.wikidata.org/wiki/Q5891","display_name":"Philosophy","level":0,"score":0.0},{"id":"https://openalex.org/C111472728","wikidata":"https://www.wikidata.org/wiki/Q9471","display_name":"Epistemology","level":1,"score":0.0}],"mesh":[],"locations_count":2,"locations":[{"id":"doi:10.5267/j.msl.2011.12.001","doi":"https://doi.org/10.5267/j.msl.2011.12.001","is_oa":true,"landing_page_url":"https://doi.org/10.5267/j.msl.2011.12.001","pdf_url":"https://doi.org/10.5267/j.msl.2011.12.001","source":{"id":"https://openalex.org/S2737251451","display_name":"Management Science Letters","issn_l":"1923-9335","issn":["1923-9335","1923-9343"],"is_oa":true,"is_in_doaj":true,"is_core":true,"listed_in":["cwts-core","doaj","norway-1","poland-20"],"host_organization":"https://openalex.org/P4310312984","host_organization_name":"Growing Science","host_organization_lineage":["https://openalex.org/P4310312984"],"host_organization_lineage_names":["Growing Science"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Management Science Letters","raw_type":"journal-article"},{"id":"pmh:oai:doaj.org/article:7ee18634a031438582fc86a8a2093928","doi":null,"is_oa":true,"landing_page_url":"https://doaj.org/article/7ee18634a031438582fc86a8a2093928","pdf_url":null,"source":{"id":"https://openalex.org/S4306401280","display_name":"DOAJ (DOAJ: Directory of Open Access Journals)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"repository"},"license":"cc-by-sa","license_id":"https://openalex.org/licenses/cc-by-sa","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"Management Science Letters, Vol 2, Iss 2, Pp 727-734 (2012)","raw_type":"article"}],"best_oa_location":{"id":"doi:10.5267/j.msl.2011.12.001","doi":"https://doi.org/10.5267/j.msl.2011.12.001","is_oa":true,"landing_page_url":"https://doi.org/10.5267/j.msl.2011.12.001","pdf_url":"https://doi.org/10.5267/j.msl.2011.12.001","source":{"id":"https://openalex.org/S2737251451","display_name":"Management Science Letters","issn_l":"1923-9335","issn":["1923-9335","1923-9343"],"is_oa":true,"is_in_doaj":true,"is_core":true,"listed_in":["cwts-core","doaj","norway-1","poland-20"],"host_organization":"https://openalex.org/P4310312984","host_organization_name":"Growing Science","host_organization_lineage":["https://openalex.org/P4310312984"],"host_organization_lineage_names":["Growing Science"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Management Science Letters","raw_type":"journal-article"},"sustainable_development_goals":[],"sustainable_development_goals_aurora":[{"score":0.47999998927116394,"id":"https://metadata.un.org/sdg/9","display_name":"Industry, innovation and infrastructure"}],"study_designs":[{"id":"https://openalex.org/study-designs/observational-study","display_name":"Observational Study"}],"awards":[],"funders":[],"has_content":{"pdf":true,"grobid_xml":true},"content_urls":{"pdf":"https://content.openalex.org/works/W2160107409.pdf","grobid_xml":"https://content.openalex.org/works/W2160107409.grobid-xml"},"referenced_works_count":32,"referenced_works":["https://openalex.org/W585582522","https://openalex.org/W1543209321","https://openalex.org/W1569913810","https://openalex.org/W1605991455","https://openalex.org/W1689771227","https://openalex.org/W1896887671","https://openalex.org/W1979907230","https://openalex.org/W2006401379","https://openalex.org/W2011732626","https://openalex.org/W2013968841","https://openalex.org/W2022727669","https://openalex.org/W2028809046","https://openalex.org/W2035626379","https://openalex.org/W2046669440","https://openalex.org/W2046752514","https://openalex.org/W2052073609","https://openalex.org/W2061573580","https://openalex.org/W2067261453","https://openalex.org/W2073507176","https://openalex.org/W2077107702","https://openalex.org/W2082213477","https://openalex.org/W2099078684","https://openalex.org/W2110691539","https://openalex.org/W2134499042","https://openalex.org/W2151694441","https://openalex.org/W2152423027","https://openalex.org/W2153838988","https://openalex.org/W2154908884","https://openalex.org/W2155405115","https://openalex.org/W2158693101","https://openalex.org/W2160107409","https://openalex.org/W2800296843"],"related_works":["https://openalex.org/W631850888","https://openalex.org/W2884167784","https://openalex.org/W2033384279","https://openalex.org/W2802179268","https://openalex.org/W4384264524","https://openalex.org/W2954110518","https://openalex.org/W2056918628","https://openalex.org/W4308280479","https://openalex.org/W2998440067","https://openalex.org/W2164948710"],"abstract_inverted_index":{"Over":[0],"the":[1,34,57,87],"past":[2],"two":[3],"decades,":[4],"two-way":[5],"communication":[6],"via":[7],"web-based":[8],"exchanges":[9],"has":[10],"been":[11],"a":[12,66],"popular":[13],"method":[14],"for":[15,55],"different":[16,41],"activities":[17],"such":[18,43],"as":[19,44],"electronic":[20],"transaction,":[21],"publication,":[22],"broadcasting,":[23],"and":[24,82],"other":[25],"service":[26,74,84],"applications.However,":[27],"it":[28],"is":[29],"always":[30],"necessary":[31],"to":[32],"measure":[33],"performance":[35],"quality":[36,58,85],"of":[37,49,59],"web":[38],"services":[39],"using":[40],"technique":[42,54],"e-SERVQUAL":[45],"model.The":[46],"proposed":[47,63],"study":[48,64],"this":[50,53,73],"paper":[51],"uses":[52],"measuring":[56],"Iranian":[60],"university":[61],"e-services.The":[62],"distributes":[65],"standard":[67],"questionnaire":[68],"among":[69],"students":[70],"who":[71],"use":[72],"through":[75],"internet.The":[76],"results":[77],"indicate":[78],"that":[79],"only":[80],"efficiency":[81],"online":[83],"in":[86],"eservice":[88],"system":[89],"are":[90,93],"desirable.Managerial":[91],"implications":[92],"represented.":[94]},"counts_by_year":[{"year":2025,"cited_by_count":1},{"year":2024,"cited_by_count":5},{"year":2023,"cited_by_count":3},{"year":2022,"cited_by_count":4},{"year":2021,"cited_by_count":3},{"year":2020,"cited_by_count":8},{"year":2019,"cited_by_count":4},{"year":2018,"cited_by_count":1},{"year":2016,"cited_by_count":1},{"year":2015,"cited_by_count":2},{"year":2014,"cited_by_count":2},{"year":2012,"cited_by_count":4}],"updated_date":"2026-10-30T12:39:25.321706","created_date":"2016-06-24T00:00:00"}
