E-Service Quality: A Conceptual Model
نویسنده
چکیده
The purpose of this article is to examine the theoretical foundations of e-service quality and develop a conceptual model for it. Even though e-service quality has increasingly attracted the attention of researchers, the existing research in this area is mostly focused on identifying quality dimensions of e-services without any deeper attention to the mechanism behind the quality perception. There is a clear need for a model which integrates both the cognitive mechanism behind quality perception as well as quality dimensions relevant in the context of e-services. The present article responds to this need by suggesting a conceptual model for this purpose. This article is based on extensive literature analysis. The proposed conceptual model of e-service quality integrates characteristics common to both traditional and e-services, distinctive characteristics of e-services, relevant e-service quality dimensions, and disconfirmation mechanism on which service quality perception is based.
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