Professional Documents
Culture Documents
Grégory Bressolles
Allocataire de Recherche
ABSTRACT: The concept of service quality holds the attention of many researchers
and managers since more than one score of years. To date, the research concerning this
construct is still considered like irresolute and far from being conclusive. As the electronic
commerce develops, one notes the development of service quality measuring tools in this
context by researchers as well as by experts. In this paper, the conceptualisation and
measurement problems of these two types of perceived quality (traditional and electronic
service quality) are examined. The similarities and the differences between these two
concepts are presented and the research avenues are discussed.
KEY WORDS: traditional service quality, electronic service quality, satisfaction, online
shopping, Internet.
Dimensions de la
qualité de service Références
électronique
Disponibilité et Sur la qualité de service électronique : Barnes et Vidgen,
2001a ; Swinder et al., 2002 ; Wolfinbarger et Gilly, 2002.
contenu de
l’information Sur l’efficacité, la satisfaction, l’attitude envers le site :
Boulaire et Mathieu, 2000 ; Chen et Wells, 1999 ; Donthu et
Garcia, 1999 ; Dholakia et Rego, 1998 ; Eighmey, 1997 ;
Korgaonkar et Wolin, 1999 Liu et Arnett, 2000 ; Muylle et al.,
1999 ; Szymanski et Hise, 2000.
Facilité d’utilisation Sur la qualité de service électronique : Barnes et Vidgen,
2001a ; Yoo et Donthu, 2001 ; Wolfinbarger et Gilly, 2002.
(usability)
Sur l’efficacité, la satisfaction, l’attitude envers le site :
Eighmey, 1997 ; Drèze et Zufryden, 1997 ; Ghose et Dou, 1998.
Design Sur la qualité de service électronique : Barnes et Vidgen,
2001a ; Yoo et Donthu, 2001.