E-Service Quality Analysis for E-Business Sites
With the rapid global development of e-business, more and more e-business companies are beginning to realize that the key determinants of success or failures are not merely the web presence or low price, but also the delivery of high quality e-service to customers. The e-service quality (e-SQ) entered as a differentiating strategy for success. To deliver high service quality, e-business managers must first understand how customers perceive and evaluate e-services. The purpose of this article is to gain a better understanding of the dimensions that affect customers’ perceived e-service quality (e-SQ) in e-business, as well as its consequences. The concept of e-service, e-SQ are introduced first. Next, on the basis of anterior research, a synthetic conceptual model of the determinants of customer perceived e-SQ is proposed and discussed, followed with a broader view on consequences of service quality delivered through the web. Finally, some managerial implications are provided to e-business operations, as well as directions for future research.
e-service web-based service service quality e-business
HUA Ying CHEN Jin
Information School, University of International Business and Economics, Beijing 100029
国际会议
The Ninth Wuhan International Conference on E-Business(第九届武汉电子商务国际会议)
武汉
英文
123-129
2010-05-29（万方平台首次上网日期，不代表论文的发表时间）