Browsing Ciències Econòmiques i Socials by Subject "E-RecS-QUAL"
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Impact of e-quality and service recovery on loyalty: a study of e-banking in Spain
(Total Quality Management & Business Excellence, 2012-01-18)The purposes of this study are twofold: (i) to propose and apply scales to measure service quality and service recovery in the setting of electronic banking (e-banking) services; and (ii) to examine the ...