SavedAdd your journal

Journals / Anadolu Üniversitesi Sosyal Bilimler Dergisi / 2008 / Cilt: 8 - Sayı: 2

Perceived Electronic Service Quality by Indıvıdual Customers

Bireysel Müşteriler Tarafından Algılanan Elektronik Hizmet Kalitesi

Hakan ÇELİK
Bülent BAŞARAN
Pages
129–152
Publication Date
2022-10-11
DOI
—
🏛️Bibliographic metadata and full text access for this article are provided via DergiPark.
DergiPark Record ↗
✨

AI Summary & Key Takeaways

AI Insight
⚡ TL;DR(Too Long; Didn't Read)

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.

📌 3 Key Takeaways

🎯
Objective & Hypothesis: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.
📊
Key Findings & Data: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.
💡
Conclusion & Impact: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.
🔬Design:Survey & Empirical Study
📍Scope:Comprehensive Sample
⚙️Variables:Domain Parameters

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.

Özet

Elektronik hizmetler (e-hizmetler), birçok yönden geleneksel türdeşlerinden farklı oldukları için hâlihazırda kullanılmakta olan hizmet kalitesi modelleri, algılanan e-hizmet kalitesi kavramını açıklamakta yetersiz kalmaktadır. Dolayısıyla bu çalışmanın amacı, yapısal bir algılanan e-hizmet kalite modeli geliştirmektir. Belirlenen amaç doğrultunda, karşılıklı görüşmeyle gerçekleştirilen anket yardımıyla 571 bireysel e-hizmet kullanıcısından veri toplanmış ve Kısmi En Küçük Kareler (PLS) tekniği kullanılarak, oluşturulan e-hizmet yapısal modelinin geçerliliği test edilmiştir. Araştırma sonucunda algılanan e-hizmet kalitesinin, hizmet sitesinin tasarım kalitesi, sistem kalitesi, başarım kalitesi ve müşteri ilişkileri kalitesi tarafından etkilendiği bulunmuştur.

🔖

Cite This Article

ÇELİK, H., BAŞARAN, B. (2022). Perceived Electronic Service Quality by Indıvıdual Customers. Anadolu Üniversitesi Sosyal Bilimler Dergisi, Cilt: 8 - Sayı: 2, 129–152. https://ajindex.com/articles/438995

📄 Full Text PDF Viewer

📄

PDF görüntüleyici hazırlanıyor...

References (16)

  1. Abels, E.G., White, M.D., K. Hahn (1997). 'Identifying User-Based Criteria for Web Pages Internet Research; Electronic Networking Applications and Policy, 7(4), 252-262.
  2. Agarwal, R., Karahanna, E. (2000). 'Time Flies When You're Having Fun: Cognitive Absorption and Beliefs about Information Technology Usage', MIS Quarterly, 24(4), 665-694.
  3. Aksoy, R. (2006). 'Bir Pazarlama Değeri Olarak Güven ve Tüketicilerin Elektronik Pazarlara Yönelik Güven Tutumları', ZKÜ Sosyal Bilimler Dergisi, 2(4), 19-90.
  4. Barnes, J.G., Dunne, P.A., W.J. Glynn (2000). 'Self-Service and Technology: Unanticipated and Unintended Effects on Customer Relationships', Handbook of Services Marketing and Management, T.A. Swartz and D. Iacobucci (Der.), Sage Publications: London, 89-102.
  5. Bitner, M.J., Ostrom, A.L., L. Meuter (2002). 'Implementing Successful Self-Service Technologies', Academy of Management Executive, 16(4), 96-109.
  6. Brady, M.K., Cronin Jr., J.J. (2001). 'Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach' Journal of Marketing, (3), 34-49.
  7. Cassel, C., Hackl, P., A.H. Westlund (1999). 'Robustness of Partial Least Squares Method for Estimating Latent Variable Quality Structures', Journal of.Applied Statistics, 26(4), 435-446.
  8. Cheung, C.M.K., Lee, M.K.O. (2004). 'The asymmetric Effect of Web site attribute Performance on Web Satisfaction: An Empirical Study V, E-Service Journal, 3(3), 65-90.
  9. Childers, T.L., Carr, C.L., Peck, J., S. Carson (2001). 'Hedonic and Utilitarian Motivations for Online Retail Shopping Behaviour', Journal of Retailing, 77(1), 511-535.
  10. Chin, W.W., Gopal, A. (1995). 'An Adaptation Intention in GŞS: Importance of Beliefs', Data Base Advances, 26,42-64.
  11. Collier, J.E., Bienstock, C.C. (2006). 'Measuring Service Quality in E-Retailing', Journal of Service Research, 8(3), 260-275.
  12. Compeau, D.R., Higgins, C.A. (1995). 'Application of Social Cognitive Theory to Training for Computer Skills', Information Systems Research, 6(2), 118-143.
  13. Cox, J., Dale, B.G. (2001). 'Service Quality and e-Commerce; An Expletory Analysis', Managing Service Quality, 11(2), 121-131.
  14. Cronin, J.J., Taylor, S.A. (1992). 'Measuring Service Quality: A Re-examination and Extension', Journal of Marketing, 56(3), 55-68.
  15. Cronin, J J., Taylor, S.A. (1994). 'SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality', Journal of Marketing, 58(1), 125-131.
  16. Çelik, H., Erdoğan, B.Z. (2005). 'E-Hizmetlerde