Assessing Web Service Quality Dimensions: the E- Servperf Approach

This study examines the dimensions of web service quality based on e-customer’s expectations and perceptions. We develop operationalized web service quality constructs, and analyze their relationships with customer satisfaction and behavioral intentions in an e-business environment. The three identified dimensions of web service quality are perceived risk, web content and service convenience. Although perceived risk may lead to a favorable perception of web service equality, it does not necessarily translate to customer satisfaction or positive behavioral intentions. Individual PC skill sets may affect perception of service convenience but seems to have no influence on how customers assess web service quality, customer satisfaction or behavioral intentions to use the e-service. The indirect or mediating influence of satisfaction on web service quality and behavioral intentions is as strong, if not stronger than, as the direct influence of web service quality and behavioral intentions.