Service Quality Dimensions in an Online Context: -A Perspective Comparison of Service Recovery
Independent thesis Basic level (degree of Bachelor), 10 credits / 15 HE creditsStudent thesis
Service quality and service recovery has been found to play a significant role in customer satisfaction and future purchase intentions. Many studies have been conducted on how to manage either the company perspective or customer perspective of these two concepts. Using the findings from five qualitative company interviews and three customer focus groups, this study addresses the purpose “to identify similarities and differences between the company and customer perspectives of service recovery in a quality system online”. The research identifies how companies in the service industry work with their websites and customer service as a tool for service quality and recovery. The company perspective is then compared to identified customer preferences in order to find similarities and differences that needs to be improved. The qualitative surveys are based on six dimensions of two existing models for service quality and service recovery online and the findings show similarities in all six dimensions, as well as several differences.
Place, publisher, year, edition, pages
2012. , 124 p.
Service quality, service recovery, customer expectations, customer satisfaction, customer preferences, customer relationships, E-S-Qual, E-RecS-Qual, brand image, word of mouth
Economics and Business
IdentifiersURN: urn:nbn:se:lnu:diva-19390OAI: oai:DiVA.org:lnu-19390DiVA: diva2:530443
Subject / course
Business Administration - Marketing
Marketing Programme, 180 credits
UppsokSocial and Behavioural Science, Law
Jönsson, Krister, Universitetsadjunkt
Oghazi, Pejvak, Lektor