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Pricing e-service quality risk in financial services
Electronic Commerce Research and Applications, 2011E-service quality is crucial for differentiating e-commerce offers and gaining competitive advantage. E-service quality risk is the risk that a firm's e-service quality will drop, or improve, relative to competitors. There is evidence that benchmark ratings of e-service quality that are published regularly by third-parties can impact the market value ...
Michel Benaroch, Ajit Appari
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A Measure of E-Service Quality for Banks
2018Evidence exists that delivering superior e-service quality is a vital strategy to success. With the growth in businesses offering internet-based transactions, measuring e-service quality becomes an imperative subject to understand what customers expect and perceive in online banking transactions.
Gazal Punyani, Sourabh Sharma
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The quality of e-services: Measuring satisfaction of Internet customers
Operational Research, 2007Internet usage is increasingly expanding, resulting to the growth of business offering Internet access to various customers. These Internet Service Providers (ISPs) are confronted with a new competitive landscape, which is characterized by a significant complexity and dynamics.
Panagiotis Kyriazopoulos +4 more
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E‐service quality and the public sector
Managing Service Quality: An International Journal, 2003Definitions of e‐service and e‐government are considered in seeking to contextualise the discussion, and a distinction is drawn between e‐government and e‐public service. Current theoretical and empirical work is considered in conjunction with the contribution of the usability school and the commercial literature related to outcome measurement.
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Causes and Effects of E-service Quality for Online Banking
2012 13th ACIS International Conference on Software Engineering, Artificial Intelligence, Networking and Parallel/Distributed Computing, 2012Advances in technology have attracted more e-banking users in an e-Commerce context. Measuring service quality enhances delivering superior services to achieve competitive advantages. Studies on Internet service quality provide an adequate framework for measuring web site interactivity.
Dauw-Song Zhu, Chih-Te Lin
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Modified Importance-Performance Analysis of E-service Quality
Journal of Electronic Commerce in Organizations, 2017This study develops a comprehensive framework of e-service quality, and measures the e-service quality based on modified importance-performance analysis. Based on 300 consumer surveys of four popular retail websites, this study develops an e-service quality scale derived from previous studies, and compares the importance and performance of e-service ...
Chu Luo, Lei Shen, Han Gao
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Evaluating Website Quality Using E-Service Quality Dimensions
Proceedings of the Human Factors and Ergonomics Society Annual Meeting, 2008The objectives of this study are to determine the key dimensions that affect user experience on the website and evaluate a tool for measuring website quality. Two e-commerce websites, both from same business domain, were tested across the service quality dimensions identified in this study using a questionnaire.
V. Gnaneswaran +2 more
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E‐service quality as antecedent to e‐satisfaction
Online Information Review, 2012PurposeThe purpose of this paper is to analyse the influence of culture on the relationship between each of the dimensions of e‐service quality and satisfaction with a web site involving purchase of a tourism service.Design/methodology/approachA questionnaire was administered to 300 international tourists (150 British and 150 Spanish) who had purchased
Carmen Maria Sabiote +2 more
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2017
Purpose. This paper aims at empirically examining a career guidance service in terms of e-service quality, information quality and perceived value. Methodology. E-survey is carried out by means of a questionnaire. The questionnaire was developed to assess through a linear regression analysis how students estimated a career service offered online in ...
Cobelli Nicola +3 more
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Purpose. This paper aims at empirically examining a career guidance service in terms of e-service quality, information quality and perceived value. Methodology. E-survey is carried out by means of a questionnaire. The questionnaire was developed to assess through a linear regression analysis how students estimated a career service offered online in ...
Cobelli Nicola +3 more
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Modifying e-Service Quality for Automotive Repair Shops
2019Third party automotive repair shops compete with auto dealerships. Lacking the brand recognition, they need to develop strategies that will enhance customer loyalty. Extant literature has shown that service quality is an antecedent of loyalty. The measurement of service quality is context sensitive and scales have been developed for e-servqual, to ...
Canveet Randhawa, Norman Shaw
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