E‐service quality: comparing the perceptions of providers and customers

Abstract

If you would like to write for this, or any other Emerald publication, then please use our Emerald for Authors service information about how to choose which publication to write for and submission guidelines are available for all. Please visit www.emeraldinsight.com/authors for more information. About Emerald www.emeraldinsight.comEmerald is a global publisher linking research and practice to the benefit of society. The company manages a portfolio of more than 290 journals and over 2,350 books and book series volumes, as well as providing an extensive range of online products and additional customer resources and services.Emerald is both COUNTER 4 and TRANSFER compliant. The organization is a partner of the Committee on Publication Ethics (COPE) and also works with Portico and the LOCKSS initiative for digital archive preservation. AbstractPurpose -This study aims to identify the similarities and differences between the perspectives of providers and customers regarding the important dimensions and attributes of e-service quality (e-SQ). Design/methodology/approach -Ten criteria are proposed for assessment of e-SQ in both business-to-business (B2B) and business-to-consumer (B2C) transactions. Confirmatory factor analysis confirms the validity of grouping these criteria into five proposed dimensions. The e-SQ dimensions and criteria are then ranked in terms of their importance by a survey of respondents from small and medium-sized enterprises with experience in conducting e-business in Greece. The results are compared with selected surveys of customers' perceptions from the literature. Findings -The results indicate that the providers' perceptions are in agreement with customers' perceptions with regard to e-SQ dimensions, but not with regard to specific criteria (items) within those dimensions. The study also finds that providers have similar perceptions of the importance of the suggested e-SQ criteria in B2B and B2C electronic transactions.Research limitations/implications -The findings should be generalised with care if extrapolated to other socio-cultural settings and specific industries. Practical implications -Managers should recognise that there might be differences between their views of e-SQ and those of their customers. Originality/value -This is one of the few studies to have focused on the perceptions of providers in assessing e-SQ.

Perceived service quality and satisfaction of self-service technology

“…Shachaf et al (2008) and Wolfinbarger and Gilly (2003) argue that reliability is the strongest predictor of customer satisfaction in electronic channels. In online transactions, Stiakakis and Georgiadis (2009) found reliability as the fundamental criterion of superior electronic service quality. Within ATMs, both Khan (2010) and Katono (2011) found reliability to be an essential ATM quality dimension which influences customer satisfaction.…”

Service quality in automated teller machines: an empirical investigation

“…Research has shown that service quality, whether through traditional or electronic channels, have different dimensions (Parasuraman et al, 1988(Parasuraman et al, , 2005Shachaf et al, 2008;Nusair and Kandampully, 2008;Stiakakis and Georgiadis, 2009). Some previous studies on e-banking service quality have followed the view that customers use e-banking channels in a complementary way and therefore, their service quality dimensions were jointly determined in a single study ( Joseph and Stone, 2003;Al-Hawari and Ward, 2006).…”

Product availability in the context of retail service quality

“…За евалуацију његовог нивоа у сектору промета воћа и поврћа, Rossi Scalco и сарадници (2014), ослањајући се на SERQUAL модел, анализирали су доступност производа као једну од варијабли поузданости услуге малопродавца. Такође, она је разматрана и као један од критеријума поузданости квалитета електронске услуге (Stiakakis, Georgiadis, 2009). При томе, имајући у виду да су за купце веома значајне информације о доступности производа, она је у оквиру димензије поузданости "инкорпорирана" у критеријум "тачност информација".…”