A Review of Service and E-Service Quality Measurements: Previous Literature and Extension

Yarimoglu Kursunluoglu, Emel (2015) A Review of Service and E-Service Quality Measurements: Previous Literature and Extension. Journal of Economic and Social Studies, 5 (1). ISSN 1986 – 8502; doi: 10.14706/JECOSS115110

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Abstract

Abstract: The purpose of this study is to show the requirement of industry-specific national service quality indices for measuring quality in both traditional and electronic services in various industries in a country. In this study, the literature about service and e-service quality measurements was reviewed, and a three-dimensional framework was developed. It was found out that the dimensions of each service quality measurement were all different from each other due to the different characteristics of the industries that each study has been conducted in. The study showed that there is a need for an industry-specific national service quality index and suggested that national customer satisfaction indices which have existed in the literature can be a model for industry-specific national service quality indices. An industry-specific national service quality index enables national companies to understand their unique industrial characteristics that needed to be improved continuously in order to increase service quality and gain competitive advantage. The index which was proposed to develop in the future was suggested for the first time in this study. Keywords: Service quality; E-service quality; Service quality dimensions; National customer satisfaction indices; Turkish Customer Satisfaction Index (TCSI).

Item Type: Article
Subjects: H Social Sciences > HB Economic Theory
Divisions: Journal of Economic and Social Studies
Depositing User: Mrs. Emina Mekic
Date Deposited: 21 Jan 2015 13:36
Last Modified: 10 Jun 2015 13:34
URI: http://eprints.ibu.edu.ba/id/eprint/2837

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