Emel Kursunluoglu YarimogluYarimoglu, Emel Kursunluoglu2025-10-0620151986-84991986-850210.14706/JECOSS115110http://dx.doi.org/10.14706/JECOSS115110https://gcris.yasar.edu.tr/handle/123456789/5919https://doi.org/10.14706/JECOSS115110The purpose of this study is to show the requirement of industry-specific national service quality indices for measuring quality in both traditional and electronic services in various industries in a country. In this study the literature about service and e-service quality measurements was reviewed and a three-dimensional framework was developed. It was found out that the dimensions of each service quality measurement were all different from each other due to the different characteristics of the industries that each study has been conducted in. The study showed that there is a need for an industry-specific national service quality index and suggested that national customer satisfaction indices which have existed in the literature can be a model for industry-specific national service quality indices. An industry-specific national service quality index enables national companies to understand their unique industrial characteristics that needed to be improved continuously in order to increase service quality and gain competitive advantage. The index which was proposed to develop in the future was suggested for the first time in this study.Englishinfo:eu-repo/semantics/closedAccessService Quality, E-Service Quality, Service Quality Dimensions, National Customer Satisfaction Indices, Turkish Customer Satisfaction Index (TCSI)MULTIPLE-ITEM SCALE, CUSTOMER SATISFACTION, CONSUMER PERCEPTIONS, INTERNET BANKING, PERCEIVED VALUE, LOYALTY, MODEL, IMPACT, ANTECEDENTS, DIMENSIONSService QualityE-Service QualityNational Customer Satisfaction IndicesTurkish Customer Satisfaction Index (TCSI)Service Quality DimensionsReview