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Conceptualization Of E-Services Quality And E-Satisfaction: A Review Of Literature

Author

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  • Vijay M. KUMBHAR

    (Dhananjayrao Gadgil College of Commerce, Satara Maharashtra, 415001, India)

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.

Suggested Citation

  • Vijay M. KUMBHAR, 2012. "Conceptualization Of E-Services Quality And E-Satisfaction: A Review Of Literature," Management Research and Practice, Research Centre in Public Administration and Public Services, Bucharest, Romania, vol. 4(4), pages 12-18, December.
    • Handle: RePEc:rom:mrpase:v:4:y:2012:i:4:p:12-18
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    Cited by:

    1. Osama Mohammad Rababah, 2018. "Assessing the Quality of E-Services Software Using Artificial Intelligent Techniques," Modern Applied Science, Canadian Center of Science and Education, vol. 12(9), pages 242-242, September.

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