E-SERVICE QUALITY: CONCEPTUAL APPROACH

Abstract

The current conceptual paper attempts to determine the major dimensions of e-service quality in a number of service industries and settings, and to examine how these dimensions affect customer satisfaction. A literature review covering these dimensions will be presented in the study. The paper is conceptual in nature providing guidelines to researchers on how to determine the most important e-service quality dimensions for each industry and setting. Suggestions for future research are made and limitations highlighted.