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The purpose of this paper is to examine the role of the balanced scorecard methodology in web services quality. A balanced scorecard framework is developed for web services quality by identifying critical success factors that make up the business objectives, measures, targets, and initiatives.

The framework of web services quality applying the balanced scorecard methodology is developed by integrating the theory of balanced scorecard and web services. Then, case studies with two organizations in the agricultural industry are deployed to test the framework of the balanced scorecard.

The findings of the exploratory case studies suggest a cyclic process that was created with the use of the balanced scorecard approach to evaluate the quality of web services applications and in order to integrate quality and to provide a strategic map and indicate how information will be disseminated so that the potential use of web services can be attained.

The study contributes to practitioners as they will have a system which will provide them with timely, cost‐effective, scalable, manageable, and reliable feedback on their strategic performance. Further, the balanced scorecard gives a holistic view of the firms by simultaneously examining its performance from four perspectives; namely learning and growth, internal business processes, customer, and financial perspectives.

Unlike previous research that uses the balanced scorecard to measure the economic impact on the firm. This paper discusses the role of the balanced scorecard methodology in improving the service quality of firms using web services. Further, it provides lessons learned, as in measures that firms can be aware of in the quality of the services they provide.

This study aims to examine online service quality factors as main driving forces in the degree of intention of using the Taxation Department web site expressed by certified accountants.

Drawing on a quantitative methodological approach, a survey was undertaken among a sample of 351 certified accountants to empirically test the proposed model. The paper used an ordered logit model to estimate the effects of several online service quality factors on the certified accountant's degree of intention of using the Portuguese government's tax services web site.

The results identify a number of key aspects of online service quality that contribute to the increase of the use of the taxation web site by certified accountants. This is particularly evident for web site characteristics such as convenience, research facilities, privacy and security, speed and ease of access.

This study offers the opportunity to rethink existing policies and to set forth specific measures that can be implemented to establish rigorous quality standards.

The paper provides an empirical analysis regarding the online service quality factors that determine the degree of use of a taxation web site. The methodological framework followed in this study has not, as far as is known, been used previously within the literature in this context.

Attracted by tremendous market opportunities of mobile business, many web services providers have started to expand their web services from traditional PC-based environment into the mobile-based environment. However, success in the web services cannot guarantee the success in the mobile services. The purpose of this paper is to identify factors that influence consumer evaluation and use of mobile shopping services in a web-mobile service extension context.

Based on categorization theory, this paper focusses on the role of integration and consistency between web and mobile services. A research model was created and empirically tested on data collected from 298 mobile shopping users in China.

The structural equation modeling analysis indicates that evaluation of source (web service quality) positively affect evaluation of target (perceived mobile service quality and flow in mobile services). The study also found that the relationships between source and target (perceived integration and perceived consistency) play an important role in determining evaluation of the target, which in turn shapes intention to use mobile services.

The survey is based on mobile shopping consumers. Caution is required in any effort to generalize the findings to other research contexts. Factors influencing a consumer's extension or adoption decisions in regard to different mobile services may not be the same, or the degree of influence may differ. Continued studies can test and compare our findings in different mobile services contexts.

The results of the findings provide specific methods for managing the process of web-mobile service extension. The results also indicate the importance of perceived consistency in shaping consumers’ evaluation of the extended mobile services in practical environments.

The present study extends the categorization theory to a multi-channel context and examines mobile services adoption from a cross-environment perspective. It considers evaluation of source, evaluation of target, and the relationships between source and target, which enriches the innovation adoption literature by providing a holistic insight into the evaluation and use of mobile services.

The purpose of this study is: to examine the travel web sites quality dimensions that ultimately influence customers' satisfaction; and to conduct content analyses on the five prominent travel web sites.

A content analysis was conducted on the six prominent travel web sites as ranked by J.D. Power Consumer Report. A list of 53 attributes were selected, named, and categorized around the six web quality dimensions explored in this study.

The findings of the content analysis provide evidence to suggest that online travel companies are underperforming in terms of providing web service quality attributes that enhance customer satisfaction.

The focus of this study was only on the six prominent travel sites. However, the results cannot be generalized to all travel services. Additionally, only 53 attributes were extracted from the six web quality dimensions. There is a possibility that this study did not cover all the attributes that are part of the six dimensions.

Online travel companies can use the quality measurement tool developed in this study to detect service quality weaknesses and strengths. Moreover, travel businesses need to consider integrating features that make shopping experiences more enjoyable.

This study finding contributes to the present body of knowledge and also highlights web site quality dimensions that customers utilize in their assessment of overall online satisfaction.

This paper aims to define an extended QoS model to accurately describe the quality of web service in the open distributed environment and propose a fuzzy evaluation approach for services selection based on the extended QoS model.

The extended QoS model classifies the quality criteria of web service as five composite quality criteria, and each composite quality criterion is composed by one or more sub‐quality criteria. Considering the multiple forms of representation for the quality criteria and different types of quality value could not be compared directly, a scaling fuzzy measure for quality criteria is introduced. Based on the scaling fuzzy measure of the quality criteria, a fuzzy synthetic evaluation system for services selection is proposed.

The quality of web service has multiple facets and multiple forms of representation. The fuzzy synthetic evaluation system can deal well with the fuzzy and implicit concepts about quality evaluations and provides higher expressive force and adaptability.

The quality of service in this paper is static preset.

The extended QoS model and the synthetic fuzzy evaluation system cover the shortage of the related researches and lay the foundations for QoS‐oriented service description and services selection.

This research aims to investigate the effects of e-service quality on customer satisfaction and customer loyalty. The moderating effects of web design and trust in the relationship between e-service quality and customer satisfaction are also explored.

A conceptual model involving various dimensions of e-service quality, customer satisfaction, loyalty, price perception and web design is developed, and hypothesized relationships are tested using Hayes’s PROCESS macros. A survey instrument and data from 650 respondents who are regular e-buyers from the southern part of India are used.

The results indicate that e-service quality positively relates to customer satisfaction and loyalty. The findings also suggest that price perception and trust are vital in enhancing customer satisfaction. Further, the indirect effect of e-service quality on customer loyalty through customer satisfaction is supported. Finally, web design (first moderator) and trust (second moderator) significantly influence the relationship between e-service quality and customer satisfaction.

This research underscores the importance of e-service quality, web design, and trust in influencing customer satisfaction. Based on the findings from this study, e-retailers are suggested to discover the methods of building and improving customer trust and create a web design that is appealing to the customer to enhance satisfaction and loyalty. Some of the limitations of this study include common method bias and social desirability bias. However, the authors have taken adequate care to minimize these biases.

This paper used the e-service quality model and investigated the consequences of e-service quality during the post-pandemic new normal period in a developing country (India). The double moderation of web design and trust is a novel idea that previous researchers have not explored to the best of the authors' knowledge and makes a significant contribution to service marketing. In addition to providing resounding evidence of direct relationships, the three-way interaction investigated in this study makes this study unique and pivotal.

Following the proliferation of e‐commerce and the Internet, there has been increasing interest in the evaluation of Web sites. However, most research on service quality evaluation has focused on people‐based services, rather than technologically‐based services. Specifically there is a paucity of research addressing service quality offered through Web sites. This paper addresses this issue by exploring critical factors in Web site service quality perceptions, using the critical incident technique. The paper further evaluates whether the same factors contribute to high and low quality perceptions. Additionally, the paper investigates the effect of the customer's search behavior while visiting the Web site (goal directed or experiential) on service quality perceptions. Implications for managers are addressed.

The purpose of this paper is to develop and test an empirically grounded comprehensive framework of e-quality that is the composite of the relationship between e-satisfaction and e-loyalty. This study’s objectives were: first, to develop a comprehensive measurement scale of perceived quality from an operations perspective, based on the classic Engel-Kollat-Blackwell (EKB) decision-making process; second, to develop a framework that integrates dimensions of quality and measures perceptions of e-quality during the customer’s decision-making process; and third, to examine the predictive capability of quality attributes in relation to service operations that rely on customer satisfaction and customer loyalty.

Following review of the related literature, focus group protocols were developed and interviews conducted. Based on the focus group input, surveys were developed and administered. Survey data from 717 online customers allowed testing the research hypotheses, and structural equation modeling allowed validation of the research framework.

The study determined that “e-channel quality”, “e-service quality” (including “web site quality” and “transaction quality”), and “product quality” positively influence customer e-satisfaction within an online operation. These constructs, in turn, influence customer e-loyalty in the e-commerce domain. The findings contribute valuable theoretical and managerial implications that can improve e-service operations.

The paper fills a relevant gap in the e-commerce and services operations literature by empirically developing and validating a new and robust quality measurement scale based on the EKB consumer decision-making process. The study also makes an important research contribution by providing empirical evidence that quality is pivotal in gaining customer loyalty and a competitive e-commerce edge.

The purpose of this paper is to investigate the extent to which Web 2.0 applications are prevalent in government web sites, the ways in which Web 2.0 applications have been used in government web sites, as well as whether the presence of Web 2.0 applications correlates with the perceived quality of government web sites.

Divided equally between developing and advanced economies, a total of 200 government web sites were analysed using content analysis and multiple regression analysis.

The prevalence of seven Web 2.0 applications in descending order was: RSS, multimedia sharing services, blogs, forums, social tagging services, social networking services and wikis. More web sites in advanced countries include Web 2.0 applications than those in developing countries. The presence of Web 2.0 applications was found to have a correlation with the overall web site quality, and in particular, service quality.

This paper only covers government web sites in English. Emerging genres of Web 2.0 applications such as mashups and virtual worlds have not been included. Moreover the data were drawn solely from the public domain.

Decision makers and e‐government web developers may benchmark their own efforts in deploying Web 2.0 applications against this study. The numerous exemplars cited here serve as a springboard to generate more ideas on how Web 2.0 applications could be used and harnessed to improve the overall quality of government web sites.

This paper unites two research interests: Web 2.0 and web site quality. It also extends previous studies by investigating the suite of Web 2.0 applications found in government web sites around the world.

The objective of this study is to develop and test a specific conceptualization and modeling specification of web site service quality and the influence web site service quality has on e‐service provider loyalty and word‐of‐mouth.

Data from an online survey of consumers across two studies were obtained.

The results support the conceptualization and operationalization of web site service quality and its effects on word of mouth and loyalty.

Implications for the measurement of consumer perceptions of web site service quality are highlighted for researchers, and directions for future research are discussed.

E‐service providers should carefully consider customer experiences on their web sites, and their management efforts to ensure they design and deliver the appropriate levels of service quality derived through the specific components of web site service quality.

The findings are of value to e‐service practitioners managing web site service quality and offer empirical support to its formative conceptualization. The focus here on formative modeling will stimulate discussion among e‐service researchers and practitioners, which could result in richer e‐service quality measures leading to improved marketing decision making and web site quality management.