The added value of web innovation for customer satisfaction

Marcel van Birgelen (Department of Marketing, Faculty of Economics and Business Administration, Maastricht University, Maastricht, The Netherlands)
Paul Ghijsen (Faculty of Management Sciences, Open University Nederland, Heerlen, The Netherlands)
Janjaap Semeijn (Faculty of Management Sciences, Open University Nederland, Heerlen, The Netherlands)

Managing Service Quality: An International Journal

ISSN: 0960-4529

Publication date: 1 December 2005



Recent studies have explored the effects of e‐service quality on satisfaction and loyalty of online customers by extending and supplementing traditional service quality frameworks. This research proposes a combination of traditional service quality and e‐service quality frameworks. The central question focuses on how to assess the added value of the web as a service innovation for a traditional service. The setting of the study is a traditional‐style barbeque delivery service with a recently installed advanced web‐initiated order entry facility now used by a majority of the customers.


An empirical, survey‐based cross‐sectional study on web‐initiated customer experiences of an in‐home catering service, involving barbeque food items and cooking equipment.


Findings indicate that adding an innovative e‐channel to a traditional business process does not automatically translate to a higher customer satisfaction. Only limited significant effects were found from online ordering on overall satisfaction in contrast to the effect of traditional service dimensions.

Research limitations/implications

Further research is needed on the joint analysis of e‐services and traditional services.

Practical implications

E‐service dimensions appear to have a limited impact on overall satisfaction in a traditional business context.


This is one of the first empirical studies combining both traditional and e‐service dimensions and relating them to customer satisfaction.



van Birgelen, M., Ghijsen, P. and Semeijn, J. (2005), "The added value of web innovation for customer satisfaction", Managing Service Quality: An International Journal, Vol. 15 No. 6, pp. 539-554.

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Emerald Group Publishing Limited

Copyright © 2005, Emerald Group Publishing Limited

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