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Assessing the Quality of a Decision Support E-Service
International Journal of E-Business Research, 2013Electronic service quality, or e-service quality, is the quality experienced by the user of a service delivered over the Web. Over the past several years, researchers have developed many models of e-service quality with the goal of identifying those factors that are most important for customer loyalty.
Mark Springer, Craig Tyran, Steve Ross
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The nature of public e-services and their quality dimensions
Government Information Quarterly, 2016Abstract In this paper, we argue that our understanding of the concept of ‘e-service’ is incomplete and that this inadequate understanding blurs important differences between distinct types of interaction between a government and its citizens. This in turn creates difficulties when assessing the quality of ‘e-services’, as we cannot specify precisely
Arild Jansen, Svein Ølnes
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Perceived e‐service quality (PeSQ)
Managing Service Quality: An International Journal, 2007PurposeThe objectives of this article are to develop a multiple‐item scale for measuring e‐service quality and to study the influence of perceived quality on consumer satisfaction levels and the level of web site loyalty.Design/methodology/approachFirst, there is an explanation of the main attributes of the concepts examined, with special attention ...
Eduard Cristobal +2 more
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Measuring quality variations in e-service
Journal of Service Theory and Practice, 2017Purpose The purpose of this paper is to develop and validate a multidimensional hierarchical scale for measuring “e-service quality variation.” Design/methodology/approach Based on the psychometric scale-development approach, qualitative and quantitative methods were employed to develop the e-SERVAR scale.
Chen, YC (Chen, Yen-Chun) +3 more
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A Conceptual Framework for E-Service Quality
2023Rising income is driving the demand for online trading services across all income brackets. After the demand of online trading, many brokers have entered the cutthroat competition, high customer expectation, and dynamic technological changes have forced brokers to thrive on service quality.
Sudeshna Dutta, Dhananjay Beura
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Assessment of e-service quality performance of university libraries
Digital Library Perspectives, 2021Purpose This empirical study aims to measure the performance of electronic service quality and related infrastructure in a state university library and suggests the strategies for further improvement based on this study. Design/methodology/approach The data collection was done through a survey questionnaire based on the 22 attributes of four e ...
Dharmendra Trivedi +3 more
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A sustainable e-service quality model
Journal of Service Theory and Practice, 2015Purpose– Providing high service quality is a necessary but insufficient criterion for success. Service quality must be sustained longitudinally. The purpose of this paper is to propose a sustainable e-service quality model by presenting results from a mixed-method study conducted in the Republic of Macedonia’s banking industry.
Gjoko Stamenkov, Zamir Dika
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E-Service Quality: An Empirical Investigation
Journal of Asia-Pacific Business, 2012This study examines seven dimensions pertinent to e-service quality using 225 respondents conducted in Klang Valley. Results reveal that the efficiency of e-service quality mainly depends on the consumer's perception of the efficiency (which offers speedy and reliable responses) and trustworthiness of the e-service provider (which offers assurance of ...
Wai-Ching Poon, Christina Kwai-Choi Lee
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Modelling the consequences of e‐service quality
Marketing Intelligence & Planning, 2008PurposeThe purpose of this paper is to model the consequences of achieving better service quality in e‐services.Design/methodology/approachThe conceptual model is developed though a survey of literature on e‐services and allied domains and validated through a survey of users of job‐portals in India.FindingsThe conceptual model finds significant support
Sunil Sahadev, Keyoor Purani
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The impacts of e-service quality on customer behaviour in multi-channel e-services
Total Quality Management & Business Excellence, 2012A large number of e-services are multi-channel (MC), combining the Internet with other channels of service delivery, such as the phone and physical facilities. As a result, online customers frequently engage in MC behaviour. Existing research examining the impact of quality on behavioural intentions in e-services has not adequately recognised their MC ...
Sousa, Rui, Voss, Chris
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