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Service Quality Parameters of Greek Dynamic Pricing Platforms

Author

Listed:
  • Costas ASSIMAKOPOULOS

    (International Hellenic University, PO Box 141, GR 57400, Sindos, Thessaloniki, Greece Tel: +30 2310013245)

  • Eugenia PAPAIOANNOY
  • Christos SARMANIOTIS
  • Maria PAVLIDOU
  • Paschalina CHARIZANI
  • Angeliki TZELEPI

Abstract

The purpose of this paper is to investigate users' expectation and perception levels towards service quality dimensions regarding Skroutz.gr and to analyze the discrepancy gap between users’ expectation and perception throughout those dimensions. Additionally, determinants (factors) of Skroutz.gr service quality are extracted. Combining the above findings, the possible influence on user disconfirmation dimensions of these determinants (factors) of Skroutz.gr service quality is examined. A modification of the well-known e-SERVQUAL model concerning the evaluation of the customer’s satisfaction with Skroutz.gr is used. Thus, a research model is proposed, consisting of the determinants of Skroutz.gr service quality (four factors) as affected by the discrepancies (disconfirmation) of the dimensions named “Design of the Web†and “Payment-Privacy/Security†, "Services Provided" and "Overall Satisfaction". The main contribution of the paper is the construction of a model entailing user expectation disconfirmation dimensions and the determinants of user satisfaction of Skroutz.gr transaction services. The paper’s results contribute towards improving the provided services of Skroutz.gr and other similar companies

Suggested Citation

  • Costas ASSIMAKOPOULOS & Eugenia PAPAIOANNOY & Christos SARMANIOTIS & Maria PAVLIDOU & Paschalina CHARIZANI & Angeliki TZELEPI, 2019. "Service Quality Parameters of Greek Dynamic Pricing Platforms," International Conference on Economic Sciences and Business Administration, Spiru Haret University, vol. 5(1), pages 17-22, November.
    • Handle: RePEc:icb:wpaper:v:5:y:2019:i:1:17-22
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    More about this item

    Keywords

    service quality; satisfaction; customer’s perception and expectation; gap analysis;
    All these keywords.

    JEL classification:

    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing

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