CONCEPTUALIZATION OF E-SERVICES QUALITY AND E-SATISFACTION: A REVIEW OF LITERATURE

被引：0

作者：

Kumbhar, Vijay M. ^{[1
]}

机构：

[1] Dhananjayrao Gadgil Coll Commerce, Satara 415001, Maharashtra, India

来源：

MANAGEMENT RESEARCH AND PRACTICE | 2012年 / 4卷 / 04期

关键词：

Service Quality; E-Service; E-Satisfaction; Banking;

D O I：

暂无

中图分类号：

C93 [管理学];

学科分类号：

12 ; 1201 ; 1202 ; 120202 ;

摘要：

There are various approaches to the measure quality of e-services. They have mentioned many dimensions of e-service quality provided by service organisations i.e. banking, restaurant, investment, trade etc. However, sometimes there may be confusions in selecting appropriate dimensions to assess e-services. Therefore, in the present paper author has tried to identify some important dimensions of service quality through extensive review of literature which can be used to assess overall quality of e-service. According to this review author found that, System availability, e-fulfilment, efficiency, cost-effectiveness, responsiveness, assurance, convenience and contact, perceived value and brand reputation are most important service quality dimensions which can be use to assess service quality of e-service and customers. satisfaction in e-service settings.

引用

页码：12 / 18

页数：7

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