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Perceived Electronic Service Qualitybyindividual Customers

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Author Info
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.

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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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Publisher Info
Article provided by Anadolu University in its journal Anadolu University Journal of Social Sciences.

Volume (Year): 8 (2008)
Issue (Month): 2 (December)
Pages: 129-152
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Handle: RePEc:and:journl:v:8:y:2008:i:8:p:129-152

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Related research
Keywords: Perception; Service Quality; Electronic Service; PLS.;

Find related papers by JEL classification:
M31 - Business Administration and Business Economics; Marketing; Accounting - - Marketing and Advertising - - - Marketing
L86 - Industrial Organization - - Industry Studies: Services - - - Information and Internet Services; Computer Software

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This page was last updated on 2009-11-22.

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