Service Quality Parameters of Greek Dynamic Pricing Platforms

Costas Assimakopoulos, Eugenia Papaioannoy, Christos Sarmaniotis, Maria Pavlidou, Paschalina Charizani and Angeliki Tzelepi
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Costas Assimakopoulos: International Hellenic University, PO Box 141, GR 57400, Sindos, Thessaloniki, Greece Tel: +30 2310013245

International Conference on Economic Sciences and Business Administration, 2019, vol. 5, issue 1, 17-22

Abstract: The purpose of this paper is to investigate users' expectation and perception levels towards service quality dimensions regarding Skroutz.gr and to analyze the discrepancy gap between users’ expectation and perception throughout those dimensions. Additionally, determinants (factors) of Skroutz.gr service quality are extracted. Combining the above findings, the possible influence on user disconfirmation dimensions of these determinants (factors) of Skroutz.gr service quality is examined. A modification of the well-known e-SERVQUAL model concerning the evaluation of the customer’s satisfaction with Skroutz.gr is used. Thus, a research model is proposed, consisting of the determinants of Skroutz.gr service quality (four factors) as affected by the discrepancies (disconfirmation) of the dimensions named “Design of the Web†and “Payment-Privacy/Security†, "Services Provided" and "Overall Satisfaction". The main contribution of the paper is the construction of a model entailing user expectation disconfirmation dimensions and the determinants of user satisfaction of Skroutz.gr transaction services. The paper’s results contribute towards improving the provided services of Skroutz.gr and other similar companies

Keywords: service quality; satisfaction; customer’s perception and expectation; gap analysis (search for similar items in EconPapers)
JEL-codes: M31 (search for similar items in EconPapers)
Date: 2019
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Persistent link: https://EconPapers.repec.org/RePEc:icb:wpaper:v:5:y:2019:i:1:17-22

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