Measuring Perceived Service Quality Offline vs. Online: A New PeSQ Conceptual Model

The main objective of this paper is to propose a new conceptual model which can be used to evaluate PeSQ based on a critical literature review of existent service quality (PSQ) studies in offline and online environments. Understanding how customers perceive and evaluate offline and online services is important for companies in order to deliver superior services. Many studies on this topic are emerging from both academic and practitioner sources, but there are still some challenges confronted when studying perceived service quality on Internet. This paper addresses some possible solutions for challenges and uses flow theory as a background for a new conceptual model of PeSQ. Finally, limits of the study are discussed.