E-commerce information systems (ECIS) in a relational service context

Abstract

There is a general scarcity of models and frameworks for evaluating e-commerce information systems (ECIS) in a relational service context. Traditional theories and models in the fields of the information systems and marketing can be extended to address this issue. Particularly, we believe that deeper theoretical developments are needed to re-examine the ECIS quality concept in the online context as well as its impact on customer satisfaction in the relational service area. Through theoretical discussions of how system quality, information quality, and service quality are related to each other and to customer satisfaction, this research applies and extends IS success models, as well as SERVQUAL framework to the internet service environment. An ECIS quality (ECISQ) model is proposed to consider the unique characteristics of the internet and the service domain.