ABSRJ 2019 Volume 10, Number 2

Measuring customer satisfaction in the e-service market

Martyna Kostrzewska
University of Szczecin, Poland
martyna.diana.kostrzewska@gmail.com

Daria Wrukowska
University of Szczecin, Poland
dariawrukowska@gmail.com

Abstract
The purpose of this paper is to evaluate the level of satisfaction of e-service customers through identification of gaps between customer expectations and the degree to which such expectations are met by providers of online services. Towards this end the e-servqual method was employed, which enabled the measurement of customer expectations as to the quality of key aspects of online services relative to the actual degree to which customer expectations were met. This survey shows how respondents perceive the quality of online services and their preferences in this respect. Based on the seven dimensions of the e-servqual scale, i.e. contact, efficiency, reliability, fulfilment, privacy, responsiveness, compensation (Parasuraman, 2013), the present author proposed her own measures of e-services quality.

Keywords: e-servqual; customer satisfaction measurement; quality of e-services

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