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Measuring the Quality Of E-Business Services
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DOI: 10.4018/978-1-61520-611-7.ch013
ISBN13: 9781615206117
ISBN10: 1615206116
EISBN13: 9781615206124
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Author(s): Mark Springer (Western Washington University, USA); Craig K. Tyran (Western Washington University, USA); Steven Ross (Western Washington University, USA)
Pages: 125-134 pp.
Source Title: Encyclopedia of E-Business Development and Management in the Global Economy
Source Author(s)/Editor(s): In Lee (Western Illinois University, USA)
Copyright: 2010
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AbstractElectronic service quality, or e-service quality, refers to the quality experienced by the user of a service delivered via the Internet. Over the past several years, researchers have developed different models of e-service quality with the objective of identifying those aspects that are most important for customer satisfaction and loyalty. The current authors develop a framework to compare and contrast these models. While there is some agreement between existing models regarding the key dimensions of e-service quality, these models focus almost exclusively on retail e-commerce Web sites. Additional research is needed not only to resolve the differences between existing quality models for e-commerce Web sites, but also to develop e-service quality assessment tools for the entire range of e-business services.
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