The relative importance of service quality dimensions in E-commerce experiences

The proliferation of socialized data offers an unprecedented opportunity for customer service mea- surement. This paper addresses the problem of adequately measuring service quality using socialized data. Design/methodology/approach: The theoretical basis for the study is the widely used SERVQUAL model and we leverage a dataset uniquely suited for the analysis: the full database of online reviews generated on the website of the leading price comparison engine in Italy. Adopting a weakly supervised topic model, we extract the dimensions of service quality from these reviews. We use a linear regression to compare service quality di- mensions between positive and negative opinions.