An empirical study on the websites service quality of Hong Kong small businesses

References

• Azzone , G. , Bianchi , R. and Noci , G. 2000 . The company's web site: Different configurations, evolutionary path . Management Decision , 38 ( 7 ) : 470 – 479 .
   Google Scholar
• Barrutia , J. M. and Gilsanz , A. 2009 . E-service quality: Overview and research agenda . International Journal of Quality and Service Sciences , 1 ( 1 ) : 29 – 50 .
   Google Scholar
• Bennett , P. D. 1995 . Dictionary of marketing terms , Chicago , IL : American Marketing Association .
   Google Scholar
• Berger , M. 1998 . It's your move: How to use the Internet and databases to stay one step ahead of the competition . Sales & Marketing Management , 150 ( 3 ) : 44 – 53 .
   Google Scholar
• Cao , M. , Zhang , Q. and Seydel , J. 2005 . B2C e-commerce web site quality: An empirical examination . Industrial Management & Data Systems , 105 ( 5 ) : 645 – 661 .
   Web of Science ®Google Scholar
• Cary, M., Kay, B., Orleman, P., Robertshaw, W., Ross, G., Saunders, D., … Wittenbraker, J. (1987). The customer WindowSM. Quality Progress, 20(6), 37–43.
   Google Scholar
• Chang , H. H. , Lee , C. H. and Lai , C. Y. 2012 . E-service quality and relationship quality on dealer satisfaction: Channel power as a moderator . Total Quality Management & Business Excellence , doi: 10.1080/14783363.2011.637792
   Google Scholar
• Chang , W. L. 2011 . A mixed-initiative model for quality-based e-services pricing . Total Quality Management & Business Excellence , 22 ( 9 ) : 975 – 991 .
   Web of Science ®Google Scholar
• Chen , H. M. and Sheldon , P. J. 1997 . Destination information systems: Design issues and directions . Journal of Management Information System , 14 ( 2 ) : 151 – 176 .
   Google Scholar
• Collier , J. E. and Bienstock , C. C. 2006 . Measuring service quality in e-retailing . Journal of Service Research , 8 ( 3 ) : 260 – 275 .
   Web of Science ®Google Scholar
• Flint , D. 1997 . Electronic commerce: The coming of perfect market . Electronic Commerce World Edition , 7 ( 3 ) : 23 – 24 .
   Google Scholar
• Geissler , G. L. 2001 . Building customer relationships online: The web site designers’ perspective . Journal of Consumer Marketing , 18 ( 6 ) : 488 – 502 .
   Google Scholar
• Ghosh , S. 1997 . Selling on the Internet: Achieving competitive advantage and market lead . Planning Review , 25 ( 3 ) : 53 – 55 .
   Google Scholar
• Gnaneswaran , V. , Pujari , P. S. and Bishu , R. R. 2008 . Evaluating website quality using e-service quality dimensions . Proceedings of the Human Factors and Ergonomics Society Annual Meeting , 52 ( 16 ) : 1117 – 1121 .
   Google Scholar
• Goodale , M. 2002 . Building a better web site . Civil Engineering , 29 ( 3 ) : 76 – 77 .
   Google Scholar
• Hong Kong Trade Development Council. (2012). Hong Kong's new media: Driving SME business prospects. Retrieved from http://www.hktdc.com/info/mi/a/ef/en/1X07V5YN/1/Economic-Forum/Hong-Kong-S-New-Media-Driving-SME-Business-Prospects.htm
   Google Scholar
• Ho, J. (1996). Evaluating the World Wide Web: A study of 1000 commercial sites. Information Decision Sciences, University of Illinois, Chicago, June. Retrieved from http://www.uic.edu/~jimho/www1000.html
   Google Scholar
• Ho , J. 1997 . Evaluating the World Wide Web: A global study of commercial sites . Journal of Computer Mediated Communication , 3 ( 1 ) doi: 10.1111/j.1083-6101.1997.tb00066.x
   Google Scholar
• Huang , W. , Le , T. , Li , X. and Gandha , S. 2006 . Categorizing web features and functions to evaluate commercial web sites: An assessment framework and an empirical investigation of Australian companies . Industrial Management & Data Systems , 106 ( 4 ) : 523 – 539 .
   Web of Science ®Google Scholar
• Kuo , T. , Lu , L. Y. , Huang , C. H. and Wu , G. C. 2005 . Measuring users’ perceived portal service quality: An empirical study . Total Quality Management & Business Excellence , 16 ( 3 ) : 309 – 320 .
   Web of Science ®Google Scholar
• Lee, C.C. (2002). Investigating e-marketing development in Hong Kong SMEs (Project Report). Department of Manufacturing Engineering and Engineering Management, City University of Hong Kong, Hong Kong.
   Google Scholar
• Li , Y. N. , Tan , K. C. and Xie , M. 2002 . Measuring web-based service quality . Total Quality Management & Business Excellence , 13 ( 5 ) : 685 – 700 .
   Google Scholar
• Lin , H. F. 2007 . The impact of website quality dimensions on customer satisfaction in the B2C e-commerce context . Total Quality Management & Business Excellence , 18 ( 4 ) : 363 – 378 .
   Web of Science ®Google Scholar
• Lociacono, E., Watson, R.T., & Goodhue, D. (2000). WebQualTM: A web site quality instrument (Working Paper). Worcester, MA: Worcester Polytechnic Institute.
   Google Scholar
• Marimon , F. , Yaya , L. H.P. and Fa , M. C. 2012 . Impact of e-quality and service recovery on loyalty: A study of e-banking in Spain . Total Quality Management & Business Excellence , doi: 10.1080/14783363.2011.637795
   Google Scholar
• Martin , C. 1997 . The digital estate: Strategies for competing, surviving, and thriving in an internetworked world , New York : McGraw-Hill .
   Google Scholar
• Melián-Alzola , L. and Padrón-Robaina , V. 2006 . Tangibility as a quality factor in electronic commerce b2c . Managing Service Quality , 16 ( 3 ) : 320 – 338 .
   Google Scholar
• Murphy , J. , Forrest , E. J. , Wotring , C. E. and Brymer , R. A. 1996 . Hotel management and marketing on the Internet: An analysis of sites and features . Cornell Hospitality Quarterly , 37 ( 3 ) : 70 – 82 .
   Google Scholar
• Parasuraman , A. , Zeithaml , V. A. and Malhotra , A. 2005 . A multiple-item scale for assessing electronic service quality . Journal of Service Research , 7 ( 3 ) : 213 – 233 .
   Web of Science ®Google Scholar
• Perry , M. and Bodkin , C. 2000 . Content analysis of 100 company Web sites . Corporate Communications: An International Journal , 5 ( 2 ) : 87 – 97 .
   Google Scholar
• Santos , J. 2003 . E-service quality: A model of virtual service quality dimensions . Managing Service Quality , 13 ( 3 ) : 233 – 246 .
   Google Scholar
• Santouridis , I. , Trivellas , P. and Tsimonis , G. 2012 . Using E-S-QUAL to measure Internet service quality of e-commerce web sites in Greece . International Journal of Quality and Service Sciences , 4 ( 1 ) : 86 – 98 .
   Google Scholar
• Sinha , M. and Wellborn , W. 1985 . The management of quality assurance , 2 , New York : John Wiley and Sons .
   Google Scholar
• Tsai , M. C. , Chen , L. F. , Chan , Y. H. and Lin , S. P. 2011 . Looking for potential service quality gaps to improve customer satisfaction by using a new GA approach . Total Quality Management & Business Excellence , 22 ( 9 ) : 941 – 952 .
   Web of Science ®Google Scholar
• Tsang , N. K.F. , Lai , M. T.H. and Law , R. 2010 . Measuring e-service quality for online travel agencies . Journal of Travel & Tourism Marketing , 27 ( 3 ) : 306 – 323 .
   Web of Science ®Google Scholar
• Ware , J. P. , Gebauer , J. , Hartman , A. and Roldan , M. 1998 . 5 sins of doing business on the web . Informationweek , 682 ( May ) : 73 – 88 .
   Google Scholar
• Yoo , B. and Donthu , N. 2001 . Developing and validating a multidimensional consumer-based brand equity scale . Journal of Business Research , 52 ( 1 ) : 1 – 14 .
   Web of Science ®Google Scholar
• Zeithaml, V.A., Parasuraman, A., & Malhotra, A. (2000). E-service quality: Definition, dimensions and conceptual model (Working Paper). Cambridge, MA: Marketing Science Institute.
   Google Scholar
• Zeithaml , V. A. , Parasuraman , A. and 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 .
   Web of Science ®Google Scholar