The Conceptualization of the E-Service Quality: A Review of the Literature

The Conceptualization of the E-Service Quality: A Review of the Literature

Ramzi Ben M'rad
Copyright: © 2021 |Pages: 16
DOI: 10.4018/978-1-7998-7192-7.ch018
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Abstract

Several research studies have focused on the conceptualization, measurement, and management of service quality and their effects in electronic environments. Most of them are based on a classic paradigm, which consists in relating the quality of e-service to customer satisfaction and loyalty. The prescribing intent of the e-service as a plausible consequence of the quality of the e-service has not received enough interest from the researchers. Along these lines, this chapter examined the direct effect of the quality of the e-service on the prescribing intention of the e-service by the consumer as well as the indirect effect through a mediating variable, which is the perceived online value of the consumer.
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The Quality Of The E-Service

With the development of the Internet and technology, the website takes the place of physical business units. The perceived usefulness of the site and of the new electronic environment constitutes an important part of the company's image. The increase in the number of electronic services can also affect the interaction and purchasing behavior of businesses and consumers (Yang, 2001; Santos, 2003). At the same time, consumers have become more sensitive to the quality of service thanks to the competitive and comparable system of electronic commerce. As a result, issues relating to e-commerce, e-service, e-service quality and measurement of that quality have started to arouse the interest of marketers.

Thus, we will propose to define the concept of electronic service or e-service, highlighting its differences from the traditional service. We will then define the quality of e-service, by noting its points of difference relative to the traditional quality of service.

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