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Electronic Service Quality: A Transaction Process Based Evaluation Model

Hongxiu Li, Reima Suomi, Electronic Service Quality: A Transaction Process Based Evaluation Model. In: Dan Remenyi (Ed.), Proceedings of ECIME 2007 The European Conference on Information Management and Evaluation, 331-340, 2007.

Abstract:

With the rapid growth of the Internet and the globalization of the market, most enterprises are trying to attract and win customers in the highly competitive electronic market. Best practice exemplars suggest that e-service plays a critical role in e-marketing, which wins customers for enterprises through the Internet. This paper addresses the issue how to evaluate web service in the electronic marketplace. We draw on the e-service quality perspective to suggest that enterprises that develop good content service and functional service in the transaction process can win more customers in the electronic market. In this study an e-service quality evaluation model is conceptualized based on the literature review of the dimensions of e-service quality. Our study suggests that the service quality of both content service and functional service in e-service are important for enterprises to attract customers in the electronic market. In this study the evaluation process is based on customers’ online purchasing process. It illustrates that different dimensions of e-service quality are of different importance in different purchasing phrases. Furthermore it is implied in this study that good content service quality and function service quality can enable customers to get a good psychological satisfaction, which is vital for customers to make the decision to purchase products or services online, and to establish trust and loyalty to service providers.

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BibTeX entry:

@INPROCEEDINGS{inpLiSu07a,
  title = {Electronic Service Quality: A Transaction Process Based Evaluation Model},
  booktitle = {Proceedings of  ECIME 2007 The European Conference on Information Management and Evaluation},
  author = {Li, Hongxiu and Suomi, Reima},
  editor = {Remenyi, Dan},
  pages = {331-340},
  year = {2007},
}

Belongs to TUCS Research Unit(s): Network Economics Institute

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