ONLINE SERVICE QUALITY: SCALE DEVELOPMENT AND VALIDATION

Abstract

It is accepted that service quality is important to the success of all service industries. In order to remain competitive businesses are increasing and improving their online service. With the popularity of the internet, innovation in technology and the changing needs of customers, online services have been undergoing tremendous transformation. Investigating of quality issues of online services is necessary because of their potential influence on: attractiveness, customer retention, positive word of mouth and maximizing competitive advantage. Business model of online services spread rapidly despite of these, there are very few efforts devoted to the area of online service quality. This empirical research paper identified important dimensions and gave validated model for measuring online service quality and they will be beneficial to businesses in effective service quality management of their e-business.