Essay On Service Quality

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Due to intangible nature of services, quality plays a pivotal role for the success of service industry. There has been continued research on the definition and measurement of service quality concept. Batagan et al. (2009) defined quality as the degree in which the object satisfies user’s requirement. It refers to how a service is delivered to the end user. Another aspect of quality is that it is defined entirely by the customer or end user, based upon his experience. 3.1 Service Quality Concept Lewis and Booms (1983) defined service quality as “a measure of how well a delivered service matches the customer’s expectations”. Quality of service resides in the capability of the service provider to satisfy the requirements of the customers.This …show more content…

The advent of internet paved the way for the emergence of the concept of e-service. E-services have two main characteristics: the service is accessible with electronic networks and the service is consumed by a person via the internet (Batagan et al. 2009). Internet Banking satisfies the above two characteristics, and therefore, service quality in Internet Banking denotes e-service quality. Zeithaml et al. (2001) is believed to be the first one who provided a formal definition of website service quality of e-service quality. He defined online services as services that are delivered on Internet. E-service quality is defined as the extent to which a website facilitates efficient and effective shopping, purchasing and delivering of products and services. It can also be described as the consumer’s judgment about an entity's overall service’s excellence or superiority. Santos (2003) defined e-service quality “as the consumers’ overall evaluation and judgment of excellence and quality of e-service offerings in the virtual market place”. Parasuraman et. al (2005) defined e-service quality as “the extent to which a website facilitates efficient and effective shopping, purchasing and

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