Abu-ELSamen, A.A. (2015), Online service quality and brand equity: The mediational roles of perceived value and customer satisfaction”, Journal of Internet Commerce, 4(4), 509-530.

Acimovic, J., & Graves, S. C. (2015). Making better fulfillment decisions on the fly in an online retail environment. Manufacturing & Service Operations Management, 17(1), 34-51.

Aguirre, E., Roggeveen, A. L., Grewal, D., & Wetzels, M. (2016). The personalization-privacy paradox: Implications for new media. Journal of Consumer Marketing, 33(2), 98-110.

Ajzen, I., & Fishbein, M. (1975). A Bayesian analysis of attribution processes. Psychological bulletin, 82(2), 261-277.

Ajzen, I. & Fishbein, M. (1980). Understanding attitudes and predicting social behavior, Prentice-Hall, Englewood Cliffs, NJ.

Al-Khayyal, A., Alshurideh, M., Al Kurdi, B., & Salloum, S. A. (2021). Factors influencing electronic service quality on electronic loyalty in online shopping context: Data analysis approach. Enabling AI Applications in Data Science, 367-378. Springer, Cham.

AlOmari, F. (2020). Measuring gaps in healthcare quality using SERVQUAL model: challenges and opportunities in developing countries, Measuring Business Excellence. https://doi.org/10.1108/MBE-11-2019-0104

Awad, N. F., & Krishnan, M. S. (2006). The personalization privacy paradox: An empirical evaluation of information transparency and the willingness to be profiled online for personalization. MIS Quarterly, 30(1), 13-28.

Baber, H. (2019). E-SERVQUAL and Its Impact on the Performance of Islamic Banks in Malaysia from the Customer's Perspective. The Journal of Asian Finance, Economics, and Business, 6(1), 169-175.

Balasubramanian, S., Konana, P., & Menon, N. M. (2003). Customer satisfaction in virtual environments: A study of online investing. Management Science, 49(7), 871-889.

Bagozzi, R. P., & Yi, Y. (1988). On the evaluation of structural equation models. Journal of the Academy of Marketing Science, 16(1), 74-94.

Barnes, S., & Vidgen, R. (2000). WebQual: An exploration of website quality. Proceedings of the 8th European Conference on Information Systems. Vienna, July, 3-5.

Bauer, H. H., Falk, T., & Hammerschmidt, M. (2006). eTransQual: A transaction process-based approach for capturing service quality in online shopping. Journal of Business Research, 59(7), 866-875.

Baumgartner, H., & Homburg, C. (1996). Applications of structural equation modeling in marketing and consumer research: A review. International Journal of Research in Marketing, 13(2), 139-161.

Berthon, P., Pitt, L., Cyr, D., & Campbell, C. (2008). E‐readiness and trust: macro and micro dualities for e‐commerce in a global environment. International Marketing Review. 25(6), 700-714.

Bhalla, S. (2020). Demystifying the Key Antecedents of Consumer Trust in Online Shopping and Testing the Mediating Role of Consumer Trust: An Empirical Study. IUP Journal of Marketing Management, 19(1), 7-22.

Caruana, A., Ewing, M. T., & Ramaseshan, B. (2000). Assessment of the three-column format SERVQUAL: An experimental approach. Journal of Business Research, 49(1), 57-65.

Chakraborty, R., & Majumdar, A. (2011). Measuring consumer satisfaction in health care sector: The applicability of SERVQUAL. Researchers World, 2(4), 149.

Connolly, R., & Bannister, F. (2008). Factors influencing Irish consumers' trust in internet shopping. Management Research News. 31(5), 339-358.

Cristobal, E., Flavian, C., & Guinaliu, M. (2007). Perceived e‐service quality (PeSQ): Measurement validation and effects on consumer satisfaction and web site loyalty. Managing Service Quality: An International Journal, 17(3), 317-340.

Cronin Jr, J. J., & Taylor, S. A. (1992). Measuring service quality: A reexamination and extension. Journal of Marketing, 56(3), 55-68.

DeLone, W. H., & McLean, E. R. (2003). The DeLone and McLean model of information systems success: A ten-year update. Journal of Management Information Systems, 19(4), 9-30.

Ding, D. X., Hu, P. J. H., & Sheng, O. R. L. (2011). e-SELFQUAL: A scale for measuring online self-service quality. Journal of Business Research, 64(5), 508-515.

Doll, W. J., Xia, W., & Torkzadeh, G. (1994). A confirmatory factor analysis of the end-user computing satisfaction instrument. MIS Quarterly, 18(4), 453-461.

Doney, P. M., Barry, J. M., & Abratt, R. (2007). Trust determinants and outcomes in global B2B services. European Journal of Marketing, 41(9), 1096-1116.

Doney, P. M., & Cannon, J. P. (1997). An examination of the nature of trust in buyer–seller relationships. Journal of Marketing, 61(2), 35-51.

El Said, G. R., & Galal‐Edeen, G. H. (2009). The role of culture in e‐commerce use for the Egyptian consumers. Business Process Management Journal, 15(1), 34-47.

Grant, D. B., Banomyong, R., & Gibson, B. J. (2021). A brave new world for retail logistics and SCM in the 2020s and beyond. International Journal of Logistics Research and Applications, 1-14.

Grönroos, C. (1984). A service quality model and its marketing implications. European Journal of Marketing, 18(4), 36-44.

Gummesson, E. & Grönroos, C. (2012). The emergence of the new service marketing: Nordic School perspectives, Journal of Service Management, 23(4), 479-497.

Hair, J. F., Ringle, C. M., & Sarstedt, M. (2013). Partial least squares structural equation modeling: Rigorous applications, better results and higher acceptance. Long Range Planning, 46(1-2), 1-12.

Harridge‐March, S. (2006). Can the building of trust overcome consumer perceived risk online?. Marketing Intelligence & Planning, 24(7), 746-761.

Horppu, M., Kuivalainen, O., Tarkiainen, A., & Ellonen, H. K. (2008). Online satisfaction, trust and loyalty, and the impact of the offline parent brand. Journal of Product and Brand Management, 17(6), 403-413.

Huang, Y., & Lu, S. (2020). Influencing factors for Thai consumers loyalty towards Lazada in Bangkok. International Journal of Development Research, 10(09), 40043-40049.

Ishfaq, R., & Bajwa, N. (2019). Profitability of online order fulfillment in multi-channel retailing. European Journal of Operational Research, 72(3), 1028-1040.

Jain, N. K., Gajjar, H., & Shah, B. J. (2021). Electronic logistics service quality and repurchase intention in e-tailing: Catalytic role of shopping satisfaction, payment options, gender and returning experience. Journal of Retailing and Consumer Services, 59, 102360.

Janda, S., Trocchia, P. J., & Gwinner, K. P. (2002). Consumer perceptions of Internet retail service quality. International Journal of Service Industry Management, 13(5), 412-431.

Jarvenpaa, S. L., Tractinsky, N., & Saarinen, L. (1999). Consumer trust in an internet store: A cross-cultural validation. Journal of Computer-Mediated Communication, 5(2), JCMC526.

Johnston, R. (1995). The determinants of service quality: Satisfiers and dissatisfiers. International Journal of Service Industry Management, 6, 53-71.

Kalia, P., & Paul, J. (2021). E-service quality and e-retailers: Attribute-based multi-dimensional scaling. Computers in Human Behavior, 115, 106608.

Kang, H., & Bradley, G. (2002). Measuring the performance of IT services: An assessment of SERVQUAL. International Journal of Accounting Information Systems, 3(3), 151-164.

Kim, J., Jin, B., & Swinney, J. L. (2009). The role of etail quality, e-satisfaction and e-trust in online loyalty development process. Journal of Retailing and Consumer Services, 16(4), 239-247.

Kincl, T., & Štrach, P. (2012). Measuring website quality: asymmetric effect of user satisfaction. Behaviour & Information Technology, 31(7), 647-657.

Kuo, H. M., & Chen, C. W. (2011). Application of quality function deployment to improve the quality of Internet shopping website interface design. International Journal of Innovative Computing, Information and Control, 7(1), 253-268.

Lee, G. G., & Lin, H. F. (2005). Customer perceptions of e‐service quality in online shopping. International Journal of Retail and Distribution Management, 33(2), 161-176.

Lee, K. H., & Kim, B. Y. (2021). Service satisfaction and continuous use intention on omnichannel-based pickup service. Journal of Distribution Science, 19(10), 5-15.

Lee, T. S., Md Ariff, M. S., Zakuan, N., & Sulaiman, Z. (2016). Assessing website quality affecting online purchase intention of Malaysia’s young consumers. Advanced Science, Engineering and Medicine, 8(10), 836-840.

Loiacono, E. T., Watson, R. T., & Goodhue, D. L. (2002). WebQual: A measure of website quality. Marketing Theory and Applications, 13(3), 432-438.

Maghsoodi, A. I., Saghaei, A., & Hafezalkotob, A. (2019). Service quality measurement model integrating an extended SERVQUAL model and a hybrid decision support system. European Research on Management and Business Economics, 25(3), 151-164.

Marimon, F., Vidgen, R., Barnes, S., & Cristóbal, E. (2010). Purchasing behaviour in an online supermarket: The applicability of ES-QUAL. International Journal of Market Research, 52(1), 111-129.

Mayer, R. C., Davis, J. H., & Schoorman, F. D. (1995). An integrative model of organizational trust. Academy of Management Review, 20(3), 709-734.

Mittal, B., & Lassar, W. M. (1996). The role of personalization in service encounters. Journal of Retailing, 72(1), 95-109.

Monsuwé, T. P.Y, Dellaert, B. G., & De Ruyter, K. (2004). What drives consumers to shop online? A literature reviews. International Journal of Service Industry Management. 15(1), 102-121.

Morgan, R. M., & Hunt, S. D. (1994). The commitment-trust theory of relationship marketing. Journal of Marketing, 58(3), 20-38.

Moriuchi, E., & Takahashi, I. (2018). Integrated consumer shopping decision model: A Japanese online supermarket context. Journal of Marketing Channels, 25(4), 184-197.

Motwani, B. (2016). Prediction of buying intention for online shopping: An empirical study. IUP Journal of Marketing Management, 15(4), 7-30.

Mukherjee, A., & Nath, P. (2007). Role of electronic trust in online retailing: A re‐examination of the commitment‐trust theory. European Journal of Marketing. 41(9/10), 1173-1202.

Nam, C., Cho, K., & Kim, Y. D. (2021). Cross-cultural examination of apparel online purchase intention: SOR paradigm. Journal of Global Fashion Marketing, 12(1), 62-76.

Nguyen, C., Tran, D., Nguyen, A., & Nguyen, N. (2021). The effects of perceived risks on food purchase intention: The case study of online shopping channels during covid-19 pandemic in Vietnam. Journal of Distribution Science, 19(9). 19-27.

Nunnally, J. C. & Bernstein, I. H. (1994), Psychometric Theory, 3rd ed., McGraw-Hill, New York, NY.

Palmer, R., Lindgreen, A., & Vanhamme, J. (2005). Relationship marketing: Schools of thought and future research directions. Marketing Intelligence & Planning, 23(3), 313-330.

Parasuraman, A., & Grewal, D. (2000). The impact of technology on the quality-value-loyalty chain: a research agenda. Journal of the Academy of Marketing Science, 28(1), 168-174.

Parasuraman, A., Zeithaml, V. A., & Berry, L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12-40.

Parasuraman, A., Zeithaml, V. A., & Malhotra, A. (2005). ES-QUAL: A multiple-item scale for assessing electronic service quality. Journal of Service Research, 7(3), 213-233.

Park, S. J., Yi, Y., & Lee, Y. R. (2021). Heterogeneous dimensions of SERVQUAL. Total Quality Management and Business Excellence, 32(1-2), 92-118.

Porntrakoon, P., & Moemeng, C. (2017). A model for multi-dimensional trust measurement in Thailand e-marketplace. 14th International Conference on Electrical Engineering/ Electronics, Computer, Telecommunications and Information Technology (ECTI-CON), 73-76.

Qureshi, I., Fang, Y., Ramsey, E., McCole, P., Ibbotson, P., & Compeau, D. (2009). Understanding online customer repurchasing intention and the mediating role of trust–an empirical investigation in two developed countries. European Journal of Information Systems, 18(3), 205-222.

Rao, S., Griffis, S. E., & Goldsby, T. J. (2011). Failure to deliver? Linking online order fulfillment glitches with future purchase behavior. Journal of Operations Management, 29(7-8), 692-703.

Ray, S., Ow, T., & Kim, S. S. (2011). Security assurance: How online service providers can influence security control perceptions and gain trust. Decision Sciences, 42(2), 391-412.

Reichheld, F. F., & Schefter, P. (2000). E-loyalty: Your secret weapon on the web. Harvard Business Review, 78(4), 105-113.

Ringle, C. M., Wende, S., & Will, A. (2010). Handbook of partial least squares, Springer, Berlin, Heidelberg.

Rita, P., Oliveira, T., & Farisa, A. (2019). The impact of e-service quality and customer satisfaction on customer behavior in online shopping. Heliyon, 5(10), e02690.

Salo, J., & Karjaluoto, H. (2007). A conceptual model of trust in the online environment. Online Information Review, 31(5), 604-621.

Samaradiwakara, P. C., Senamanthila, D. S., Dissanayake, M. N. W., Gunathilake, M. M., & Hayat, H. M. (2020). Factors Affecting Brand Switching Behaviour of Millennials: Experience from the Sri Lankan Telecommunication Industry. South Asian Journal of Marketing, 1(2), 47-73.

Santos, J. (2003). E‐service quality: A model of virtual service quality dimensions. Managing Service Quality, 13(3), 233-246.

Sharma, G., & Lijuan, W. (2015). The effects of online service quality of e-commerce websites on user satisfaction. Electronic Library, 33(3), 468-485.

Titiyal, R., Bhattacharya, S., & Thakkar, J. J. (2019). E-fulfillment performance evaluation for an e-tailer: A DANP approach. International Journal of Productivity and Performance Management, 69(4), 741-773.

Urban, G. L., Amyx, C., & Lorenzon, A. (2009). Online trust: State of the art, new frontiers, and research potential. Journal of Interactive Marketing, 23(2), 179-190.

Van Riel, A. C., Liljander, V., & Jurriëns, P. (2001). Exploring consumer evaluations of e‐services: A portal site. International Journal of Service Industry Management, 12(4), 359-377.

Wolfinbarger, M., & Gilly, M. C. (2003). eTailQ: Dimensionalizing, measuring and predicting etail quality. Journal of Retailing, 79(3), 183-198.

Yang, Z., & Fang, X. (2004). Online service quality dimensions and their relationships with satisfaction: A content analysis of customer reviews of securities brokerage services. International Journal of Service Industry Management. 15(3), 302-326.

Yoo, B., & Donthu, N. (2001). Developing a scale to measure the perceived quality of an Internet shopping site (SITEQUAL). Quarterly Journal of Electronic Commerce, 2(1), 301-45.

Zeithaml, V. A. (2002). Service excellence in electronic channels. Managing Service Quality: An International Journal, 12(3), 135-139.

Zeithaml, V. A., Parasuraman, A., & Malhotra, A. (2000). A conceptual framework for understanding e-service quality: Implications for future research and managerial practice, Report No. 00‐115, Marketing Science Institute. Cambridge, MA.

Zeithaml, V. A., Parasuraman, A., & 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.