Despite the fact that service quality is a critical determinant of website success, studies show that consumers frequently view the service quality delivered through websites as unsatisfactory. This paper outlines a study investigating the dimensions of website service excellence valued by Irish customers of a small to medium enterprise specialising in gifts. The e-S-QUAL measurement instrument...

Based on Service-Dominant (S-D) Logic and related perspectives, which suggest that value is co-created through the integration of resources, this study proposes a model which considers two value co-creation sources: (1) firm resources, in the form of process Electronic-Service Quality (ESQ) and outcome ESQ, and (2) consumer resources, as represented by consumer expertise and its antecedents (i....

The study integrates web quality (system quality, information quality, and service quality), perceived interactivity (human-message, humanhuman), and web outcomes (web usage, web satisfaction, and web loyalty) to explore the ecommerce model of health websites. A survey of 1076 users of health websites was conducted to validate the proposed model. The findings show that web quality has significa...

This paper describes a study using mystery shoppers across multiple channels which investigated the traditional ‘line of visibility’ from service quality literature, and customer perceptions of organisational competencies “below the line”. We posited that in a multi-channel e-commerce environment, inconsistency or service breakdown above the line of visibility gives a negative impression of org...

Mobile government (m-government) provides a high potential to facilitate internal work processes, improve the quality of service, and increase performance of organizations in the public sector. However, only a few investigations have been conducted to explore this research area. And we lack of knowledge of evaluating the value and benefits of m-government solutions. In the paper, we identify an...

Information and communication technology is progressively evolving around the world. Organizations and providers of online services, have to keep up with technological advancements when providing services and meet the redoubling expectations of its customers. At a global level there is wider adoption of e-government, a term coined in the recent past to describe the methodology that implements t...

Business to consumer is expected to be one of the fastest growing segments of electronic commerce. One important and challenging problem in such context, is the satisfaction of user expectations about the Quality of Service (QoS) provided when applications are deployed on a large scale. In this paper, we will examine the use of dynamic QoS management techniques in combination with replication a...

As e-commerce is steadily increasing every year, trust building has become an important research topic in e-commerce research especially in developing countries. In this study, trust in intermediary and trust in online sellers are separated. Antecedents of trust and trust transference between online sellers and the intermediary are also explored. Analysis of the data collected from a questionna...