Journal of Business Management Education (JBME)
Vol 6, No 2 (2021)

A Literature Review, Omnichannel Service Quality: Definitions, Perspective and Dimension

Lisnawati, Lisnawati (Unknown)
Hurriyati, Ratih (Unknown)
Disman, Disman (Unknown)
Gaffar, Vanessa (Unknown)

Article Info

Publish Date
18 Oct 2021


Service Quality in Omnichannel holds a different perspective from conventional service quality, two aspects online and offline become a special consideration in measuring the performance of omnichannel service quality. This study aims to determine the dimensions of omnichannel service quality in various academic literatures that have been published previously. To do so, a systematic review of the service quality omnichannel literature is conducted. Following previously established inclusion and exclusion criteria for selection a total of 17 journal articles publish in the period 1995 to 2021 are analysed. Nine definitions of service quality omnichannel are found in the literature, and a unified definition of the construct is advanced. The dimensions of service quality omnichannel are analysed, and the main differences of the construct with other concepts are also clarified.

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Journal Info





Economics, Econometrics & Finance Education


Journal of Business Management Education (JBME) with the registered number e-issn 2715-3037 and p-issn 2715-3045 is an online journal of undergraduate student in Pendidikan Bisnis, Fakultas Pendidikan Ekonomi dan Bisnis, Universitas Pendidikan Indonesia. Publishing every three times a year in May, ...