E-Service Quality: An Empirical Investigation

This study examines seven dimensions pertinent to e-service quality using 225 respondents conducted in Klang Valley. Results reveal that the efficiency of e-service quality mainly depends on the consumer's perception of the efficiency (which offers speedy and reliable responses) and trustworthiness of the e-service provider (which offers assurance of protection, security of the users' identity and personal information), and is not reliant on offers of convenience and personalization. Other than formulating policies and operating procedures based on customer needs, Websites should be well organized with succinct up-to-date, in-depth information and instruction because these are physical evidence of efficiency and trustworthiness.