Czasopismo | PROBLEMY JAKOŚCI | Rocznik 2018 - zeszyt 9

Wymiarowość jakości usług elektronicznych. Przegląd literatury światowej

Dimensionality of e-service quality. A worldwide literature review

10.15199/48.2018.9.25

Aleksander LOTKO

nr katalogowy: 116067
10.15199/48.2018.9.25

Streszczenie

Serwicyzacja gospodarki i rozwój technologii informacyjno- -komunikacyjnych niosą nowe wyzwania dla kwalimetrii. Obszerną grupą usług, których dotyczy ten problem, są usługi elektroniczne. Celem artykułu była identyfikacja proponowanych przez różnych badaczy wymiarów, przez które klienci postrzegają konstrukt odzwierciedlający jakość usług elektronicznych. Jako metodę badawczą wykorzystano analizę literatury. W rezultacie zidentyfikowano opisane w literaturze modele jakości e-usług oraz przedstawiono wyróżnione w nich wymiary jakości proponowane przez różnych autorów. Implikacją artykułu jest zweryfikowanie stanu analizowanego zagadnienia w literaturze światowej i wykazanie różnorodności wymiarowości badanego konstruktu.

Abstract

Servicization and the development of information and communication technologies bring new challenges to qualimetrics. A wide group of services affected by this problem are electronic services. The aim of the paper was to identify dimensions, through which customers perceive the electronic service quality, proposed by different researchers. As a research method, literature analysis was used. Consequently models of e-service quality described in literature were identified, as well as quality dimensions distinguished in these models by different authors were presented. Implication of the paper is verification of the state of art in a worldwide literature and refutation of multidimensionality of the examined construct.

Słowa kluczowe

Keywords

Bibliografia

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