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Information on this topic is beginning to emerge from both academic and practitioner sources, but this information has not yet been examined as a whole. The goals of this article are to review and synthesize the literature about service quality delivery through Web sites, describe what is known about the topic, and develop an agenda for needed research. In the offiine world... 30% of a company's resources are spent providing a good customer experience and 70% goes to marketing. But online... 70% should be devoted to creating a great customer experience and 30% should be spent on "shouting" about it.

Using the means-end framework as a theoretical foundation, this article conceptualizes, constructs, refines, and tests a multiple-item scale (E-S-QUAL

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