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Modelling the consequences of e‐service quality

Sunil Sahadev (School of Management, University of Sheffield, Sheffield, UK)
Keyoor Purani (Indian Institute of Management Kozhikode, Kozhikode, India)

Marketing Intelligence & Planning

ISSN: 0263-4503

Article publication date: 19 September 2008

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Abstract

Purpose

The purpose of this paper is to model the consequences of achieving better service quality in e‐services.

Design/methodology/approach

The conceptual model is developed though a survey of literature on e‐services and allied domains and validated through a survey of users of job‐portals in India.

Findings

The conceptual model finds significant support based on the empirical study. It is seen that the four components of e‐service quality: efficiency, fulfilment, system availability, privacy, are linked to trust and satisfaction.

Practical implications

The study underscores the need to focus on service quality in the context of e‐services. The positive linkages should motivate practitioners to invest more to achieve greater service quality.

Originality/value

By focusing on the consequences of e‐service quality, the study contributes to the growing stream of e‐service quality literature. This is also one of the few studies to look at other categories of e‐services apart from e‐tailing.

Keywords

Citation

Sahadev, S. and Purani, K. (2008), "Modelling the consequences of e‐service quality", Marketing Intelligence & Planning, Vol. 26 No. 6, pp. 605-620. https://doi.org/10.1108/02634500810902857

Publisher

:

Emerald Group Publishing Limited

Copyright © 2008, Emerald Group Publishing Limited

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