An assessment of customers’ e-service quality perception, satisfaction and intention

Abstract

This study examines the dimensions of web service quality based on e-customer's, expectations and perceptions. We develop operationalized web service quality constructs, and analyze, their relationships with customer satisfaction and behavioral intentions in an e-business environment. The three identified dimensions of web service quality are perceived risk, web content and service, convenience. One of the major findings of this study is that although less perceived risk may lead to a favorable perception of web service quality, it does not necessarily translate to customer satisfaction, or positive behavioral intentions. Individual PC skill sets may affect perception of service convenience, but seems to have no influence on how customers assess web service quality, customer satisfaction or, behavioral intentions to use the e-service. The indirect or mediating influence of satisfaction on web, service quality and behavioral intentions is indeed stronger than the direct influence of web service, quality on behavioral intentions.