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This document summarizes a study on the impact of e-commerce service quality on customer satisfaction at ABC.com. The researchers used Gap Analysis and SERVQUAL methods to measure service quality across eight dimensions: user interface, information, security, privacy, banners, fulfillment, responsiveness, and contact. A survey of 110 ABC.com customers found that service quality had a significant impact on satisfaction. Specifically, user interface, information, security, privacy, fulfillment and responsiven

Author

Zainut Tholibin

Language

EN