{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,6,10]],"date-time":"2026-06-10T15:59:58Z","timestamp":1781107198842,"version":"3.54.1"},"reference-count":35,"publisher":"IGI Global Scientific Publishing","issue":"2","content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":[],"published-print":{"date-parts":[[2013,4,1]]},"abstract":"<p>Electronic service quality, or e-service quality, is the quality experienced by the user of a service delivered over the Web. Over the past several years, researchers have developed many models of e-service quality with the goal of identifying those factors that are most important for customer loyalty. Most of these models focus primarily or exclusively on retail e-commerce Web sites which support the delivery of a physical product to the consumer. Recently, however, \u201cpure\u201d e-service Web sites, namely those that do not involve the sale and delivery of a physical good, have received increasing attention from researchers. This article proposes and validates a quality assessment instrument for a type of pure e-service that has not yet been studied: a Web-based decision support system. Based on a study involving over six hundred subjects, we identify those quality dimensions that affect customer loyalty for a pure e-service of this type.<\/p>","DOI":"10.4018\/jebr.2013040105","type":"journal-article","created":{"date-parts":[[2013,7,1]],"date-time":"2013-07-01T12:18:04Z","timestamp":1372681084000},"page":"61-80","source":"Crossref","is-referenced-by-count":2,"title":["Assessing the Quality of a Decision Support E-Service"],"prefix":"10.4018","volume":"9","author":[{"given":"Mark","family":"Springer","sequence":"first","affiliation":[{"name":"Department of Decision Sciences, Western Washington University, Bellingham, WA, USA"}],"role":[{"vocabulary":"crossref","role":"author"}]},{"given":"Craig","family":"Tyran","sequence":"additional","affiliation":[{"name":"Department of Decision Sciences, Western Washington University, Bellingham, WA, USA"}],"role":[{"vocabulary":"crossref","role":"author"}]},{"given":"Steve","family":"Ross","sequence":"additional","affiliation":[{"name":"Department of Decision Sciences, Western Washington University, Bellingham, WA, USA"}],"role":[{"vocabulary":"crossref","role":"author"}]}],"member":"2432","reference":[{"key":"jebr.2013040105-0","doi-asserted-by":"publisher","DOI":"10.1016\/j.jbusres.2009.02.018"},{"key":"jebr.2013040105-1","doi-asserted-by":"publisher","DOI":"10.1037\/0033-2909.103.3.411"},{"key":"jebr.2013040105-2","author":"J. 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