A review of e-service quality dimensions in user satisfaction

Author

Al-Nuaimi, Iham Tariq Ismail ; Bin Mahmood, Ahmad Kamil ; Low Tang Jung ; Jebur, Hamid H.

Author_Institution

Comput. & Inf. Sci. Dept., Univ. Teknol. Petronas, Tronoh, Malaysia

fYear

2013

fDate

27-28 Nov. 2013

Firstpage

186

Lastpage

191

Abstract

Quality of e-service is one of the significant factors that play a major role in the success or failure of online organizations. It enhances the competitive advantages of online organization; in addition, it improves the relationships with clients and increases their satisfactions. Measuring online service quality becomes industry or context dependent in which, it may increase the difficulties to constitute a global measure. This paper reviews e-service quality literature in Malaysian educational institutions because it is of great importance in attracting and retaining tuition-based returns for education in Malaysia, which has become an increasingly competitive business.

Keywords

competitive intelligence; customer satisfaction; customer services; educational institutions; quality of service; virtual enterprises; Malaysian educational institutions; clients satisfactions; competitive advantages; competitive business; e-service quality dimensions; online organizations failure; online organizations success; online service quality; tuition-based returns; user satisfaction; Customer satisfaction; Educational institutions; Electronic government; Quality of service; Reliability; E-Service Quality; Malaysia; User Satisfaction;

fLanguage

English

Publisher

ieee

Conference_Titel

Research and Innovation in Information Systems (ICRIIS), 2013 International Conference on

Conference_Location

Kuala Lumpur

Print_ISBN

978-1-4799-2486-8

Type

conf

DOI

10.1109/ICRIIS.2013.6716706

Filename

6716706