E-Service Quality Analysis for E-Business Sites

With the rapid global development of e-business, more and more e-business companies are beginning to realize that the key determinants of success or failures are not merely the web presence or low price, but also the delivery of high quality e-service to customers. The e-service quality (e-SQ) entered as a differentiating strategy for success. To deliver high service quality, e-business managers must first understand how customers perceive and evaluate e-services. The purpose of this article is to gain a better understanding of the dimensions that affect customers' perceived e-service quality (e-SQ) in e-business, as well as its consequences. The concept of e-service, e-SQ are introduced first. Next, on the basis of anterior research, a synthetic conceptual model of the determinants of customer perceived e-SQ is proposed and discussed, followed with a broader view on consequences of service quality delivered through the web. Finally, some managerial implications are provided to e-business operations, as well as directions for future research.