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Perceived Electronic Service Qualitybyindividual Customers

Author

Listed:
  • Hakan Celik
  • Bulent Basaran

    (Bilecik University)

Abstract

Since electronic services (e-services) are different from their traditional counterparts in many aspects, conventional service quality models remain insufficient to capture the perceived e-service quality concept. Therefore, the aim of this study is to develop a structural perceived e-service quality model. According to the predetermined aim, the research data were collected from 571 individual e- service customers through a face-to-face questionnaire and Partial Least Squares (PLS) technique was used to test the validity of research model. Perceived e-service quality was found to be effected by service site design quality, system quality, outcome quality and customer relationship quality at the end of current research.

Suggested Citation

  • Hakan Celik & Bulent Basaran, 2008. "Perceived Electronic Service Qualitybyindividual Customers," Anadolu University Journal of Social Sciences, Anadolu University, vol. 8(2), pages 129-152, December.
    • Handle: RePEc:and:journl:v:8:y:2008:i:8:p:129-152
    as

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    File URL: http://www.anadolu.edu.tr/arastirma/hakemli_dergiler/sosyal_bilimler/pdf/2008-2/2008_02_07.pdf
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    More about this item

    Keywords

    Perception; Service Quality; Electronic Service; PLS.;
    All these keywords.

    JEL classification:

    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing
    • L86 - Industrial Organization - - Industry Studies: Services - - - Information and Internet Services; Computer Software

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