To satisfy service customers and create unique value in a digitized world, companies must strive for exceeding customers’ expectations of e-service experience by establishing high e-service quality. However, an increasing amount of e-services is performed by context-aware mobile technology, which is able to sense and react to changes in the user’s environment. Although these context-aware servi...

In the last decade, the concepts of customer satisfaction and customer retention have gained increasing importance in both online and off-line businesses. The primary objective of the present study is intended to ascertain the factors that affect online consumers’ satisfaction in Taiwan. In it, information quality, system quality, service quality, product quality, delivery quality and perceived...

this research aimed at   applying servqual model to examine the relationship between mobile banking services and customer satisfaction. while the previous researchers had already examined the effect of qualities services on banking customer satisfaction, no previous study was done on mobile banking. thus, the current paper attempted to fill the gap in the literature by applying servqual model t...

implementation of patient feedback is considered as a critical part of effective and efficient management in developed countries. the main objectives of this study were to assess patient satisfaction with the services provided in hospitals affiliated to tehran university of medical sciences, iran, identify areas of patient dissatisfaction, and find ways to improve patient satisfaction with hosp...

this study had been performed to analyzing relationship between performance management and service quality because of develop the banks service quality by means of improve specific sides of the performance management. the pma method was used for analyzing the performance management at isfahan melli bank and the systra-sq scale was used for assessing the service quality at there. in order to rel...

The paper attempted to study the effect of service guarantees on service quality in online environment. Based on the evaluation model of e-service quality which was demonstrated in previous works, we considered the quality of e-services in four aspects including information, interaction, process and outcome quality. The moderating variable in our research is business reputation. By analyzing th...

Using ICT in the form of e-governance could yield great benefits in the reform and modernization of the public sector. The experience of e-governance in a number of developed and developing countries has shown that ICT can be a tool for greater service delivery with the goal of improving service quality. E-governance can also promote ‘good governance’, that is, greater civic engagement can incr...

Web services promise to become a key enabling technology for B2B e-commerce. Several languages have been proposed to compose Web services into workflows. The QoS of the Web services-based workflows may play an essential role in choosing constituent Web services and determining service level agreement with their users. In this paper, we identify a set of QoS metrics in the context of Web service...

1 Aims and scope The Web is changing every aspect of our lives, but no area is undergoing as rapid and significant changes as the way businesses operate. Today, large and small companies are using the Web to communicate with their partners, to connect with their back-end systems, and to perform electronic commerce transactions. The next chapter of the Internet story is the evolution of today's ...