E-Services Quality: A Perspective of Service Providers and Service Users

Abstract

Electronic service, refers to services offered over the information and communication technologies. These services are becoming increasingly important with continuously developed application in various domains (business, government, education and health) as these services provide benefits to all parties concerned from service providers, service users and the society. This chapter will shed light in e-services, definitions, components, and characteristics. As service providers want to boost the efficiency and quality to reach more users to utilize these services, a prime challenge in developing these services with high quality to meet users expectation becomes a must. Quality plays a major role to keep up a trust between service providers and users. Eight main quality dimensions are proposed as per the studies to examine the perspective of service providers and service users for government services (personalization, usability, performance, web design, security, user involvement, satisfaction and loyalty).