Modelling the consequences of e‐service quality

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.

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