摘要：The increasing role of technology in service delivery and the rapid development of the Internet as a platform for commerce triggered a new research field concerned with the delivery of customer service quality in the electronic marketspace . It is suggested that consumer behaviour in an online environment may differ from the one displayed in the physical world. Therefore,it is important for practitioners to understand the customer needs amenable to fulfilment in an online environment and strive to meet them. Essentially,e-SQ is what differentiates a good-quality website from the customer's point of view and facilitates the process of bringing the customer and company together.
关键词：Electronic service quality (e-SQ);website;online consumer behaviour;online customer needs
