CONCEPTUALIZATION OF E-SERVICES QUALITY AND E-SATISFACTION: A REVIEW OF LITERATURE

Vijay Kumbhar ()

Management Research and Practice, 2012, vol. 4, issue 4, 12-18

Abstract: There are various approaches to the measure quality of e-services. They have mentioned many dimensions of e-service quality provided by service organisations i.e. banking, restaurant, investment, trade etc. However, sometimes there may be confusions in selecting appropriate dimensions to assess e-services. Therefore, in the present paper author has tried to identify some important dimensions of service quality through extensive review of literature which can be used to assess overall quality of e-service. According to this review author found that, System availability, e-fulfilment, efficiency, cost-effectiveness, responsiveness, assurance, convenience and contact, perceived value and brand reputation are most important service quality dimensions which can be use to assess service quality of e-service and customers’ satisfaction in e-service settings.

Keywords: Service Quality; E-Service; E-Satisfaction; Banking (search for similar items in EconPapers)
Date: 2012
References: View complete reference list from CitEc
Citations: View citations in EconPapers (1)

Downloads: (external link)
https://mrp.ase.ro/no44/f2.pdf (application/pdf)

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:rom:mrpase:v:4:y:2012:i:4:p:12-18

Access Statistics for this article

Management Research and Practice is currently edited by Colesca Sofia

More articles in Management Research and Practice from Research Centre in Public Administration and Public Services, Bucharest, Romania Contact information at EDIRC.
Bibliographic data for series maintained by Colesca Sofia ().