This paper focuses on the mediation between Interactive e-Services (IeS) and channels used during human-organisation interactions. This mediation consists in a succession of service adaptations, changing from an abstract structure to a concrete one. Our contribution is mainly devoted to aspects concerning the Quality of Service (QoS), particularly about instrumentation and measurement issues, a...

The emergence of e-Government in developing countries has led to the discovery of many innovative ways of public service delivery to citizens and businesses. India has chosen the common service center based service delivery model, where multiple services from single or multiple government agencies can be obtained in one location. However, the assessment quality of service at these centers, espe...

The global online shopping market has exhibited consistent growth, exceeding an annual average growth rate of 10% from 2006 to 2010; however, the online shopping market in Taiwan demonstrated an astounding growth rate, surpassing 35% during the same period. In the current competitive and rapidly expanding market environment, shopping website providers must establish effective methods for measur...

Though many countries are still just beginning to grasp the potential uses and impacts of Electronicgovernment (EG), advances in technologies and their applications continue. Observing the proliferation of EG, countries are increasingly turning to the Internet to market their EG system to gain a competitive advantage. However, the effectiveness and efficiency of such online government systems l...

In this paper we explore the idea that by combining different sources of information in a hospital environment, valuable e-services can be developed for reducing cost and improving quality of service. Companies, like Philips Medical Systems, may have a competitive advantage, because they have a large installed base which may provide valuable information already, and because they can change thei...

Governments are increasingly realizing the importance of utilizing Information and Communication Technologies (ICT) as a tool to better address user’s/citizen’s needs. As citizen’s expectations grow, governments need to deliver services of high quality level to motivate more users to utilize these available e-services. In spite of this, governments still fall short in their service quality leve...

recent growth and developments in internet and electronic services play a significant role in banking industry all over the world especially in iran. it caused an intensive competition between governmental and non- governmental banks in the field of using e-banking services in a way that each bank attempts to attract more customers using high-quality e-services. ways of delivering services, qua...

E-services are diffusing rapidly in the developing economies. E-service quality plays an important role in determining the customers’ satisfaction and usage behaviour. Culture, in turn, has been found to influence customers’ perceptions of service quality. However, the current understanding of the influence of culture on e-service perceptions is limited. This study presents a review of prior e-...

In today’s very competitive world gaining competitive advantage is bound to arranging products and services of companies and businesses in accordance with customers’ needs. For this purpose, gaining reputation in E-service can be quite helpful. Thus the goal of the present research is studying the effect of E-Banking Service Quality on Bank Reputation. So a coherent collection of structures wer...