PERCEIVED ELECTRONIC SERVICE QUALITYBYINDIVIDUAL CUSTOMERS

Hakan Celik and Bulent Basaran ()
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Bulent Basaran: Bilecik University

Anadolu University Journal of Social Sciences, 2008, vol. 8, issue 2, pages 129-152

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.

Keywords: Perception; Service Quality; Electronic Service; PLS. (search for similar items in EconPapers)
JEL-codes: M31 L86 (search for similar items in EconPapers)
Date: 2008

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Persistent link: http://EconPapers.repec.org/RePEc:and:journl:v:8:y:2008:i:8:p:129-152

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