Service Quality Evaluation Models Determined by Online Consumer Perception and Satisfaction

摘要

Since the 1980s, service quality has represented a reference point for marketers, being considered essential for companies’ differentiation strategy. Having its conceptual and empiric support the specialty literature, this paper focuses on service quality dimensions and emphasizes the existing models for evaluating online service quality. Even if the existing literature offers various models for service quality evaluation, there does not yet exist an agreement on the model unanimously accepted by all researchers and which is in concordance with all their theories. It is therefore obvious that marketing managers of service companies should know the existing online service quality evaluation models and use them to adjust their strategies and to target their market with specifically adapted offers.