E-service quality plays a significant role to achieve success or failure in any organization, offering services online. It will increase the competition among the organizations, to attract the customers on the basis of the quality of service provided by the organization. Better e-service quality will enhance the relationship with customers and their satisfaction. So the measurement of eservice ...

This paper examines the relationship between performance assessed electronic store (e-store) service quality and e-store customer loyalty in an electronic retailing environment. The research was carried out using a web-based survey method involving 3 e-stores and 324 e-customers. The survey data was then used to test models of e-store service quality and estore customer loyalty and to assess th...

This study aims to apply Grey system based on modified E-S-Qual model to analyze e-service quality.Questionnaires on the basis of E-S-Qual model, which consisted in 7 dimensions, were distributed among customers of 5040.ir, an online retailer in Iran. 251 questionnaires were obtainedfrom the customer’s website. After applying the method and calculating the scores in each dimension, the gap betwe...

Many models for characterizing and evaluating e-services emphasise different levels of complexity and maturity of e-services. These frameworks takes as their starting point an organisational point of view on e-services where it seems that integration between different public authorities is the ultimate goal. An unresolved quest is however to judge and design e-services desired by the citizen. F...

The expeditious development of technology and internet has diverted company direction to retain customer e-satisfaction. Customer satisfaction is becoming an area of great interest for companies and customer satisfaction has a direct impact on the profitability of a company. With regard to customer satisfaction’s importance, we investigate the impact of service quality dimensions on customer sa...

in today's business world, proper identification of customer’s requirements and a quick response to these requirements is a key to commercial success. increasing customer loyalty affects the profitability and organizations can ensure their long-term interests by means of planning. in today's competitive world, the services provided by the competing company have to be more similar to e...

With rapid growth of the Internet and the globalization of market, companies accepted and adopted the new information and communication technology to offer e-services to their customers. This paper addresses e-service quality issue in the electronic marketplace. The purpose of this paper is to extend what are the main service quality dimensions in the realm of e-service. The paper explores e-se...

This paper assesses the role of e-government service quality in the creation of public value from the citizen perspective. By assessing the added value of e-government services through a public value lens we aim to explore more deeply how e-government service quality impacts on public value creation. We propose a conceptual framework based on the theoretical perspectives of public value and e-s...

Measurement and improvement of e-service quality is important for sustaining competitive advantage of an e-commerce web site. A number of e-service quality measures have recently been developed that predominantly rely on the subjective evaluation of diverse quality attributes. To increase the objectivity of e-service quality measurement a recently developed measure of e-service quality has been...

delivering added value public e-services often requires cooperation between two or more government departments. in general, such cooperation is ensured by implementing interoperability between automated business processes. in spite of the existence of several works interested in public online services in general, only few of them were focused on measuring interoperability degree, whether used o...