... improvement Italy Public administration Customer satisfaction Internet Public Administration Ministers in Italy have for several years now stressed the responsibility of the administrations' management services to meet the needs of its citizens. The most recent directives (Stanca July 2005...

... and efficient purchasing. Moreover, the existing literature regarding internet consumers' behavior has not yet fully analyzed profits generated by higher perceived quality in terms of user satisfaction and loyalty. In line with this reasoning, we separate the key factors influencing e‐commerce quality...