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E-Service Quality: A Review

Vaibhav Jain, Avinash Dhar


With ascent of the net and also the economic process of market, corporations accepted and adopted the new data and communication technology to supply e-services to their customers. This paper addresses e-service quality issue within the electronic marketplace. The purpose of this paper is to increase what are the most service quality dimensions within the realm of e-service. The paper explores e-service quality dimensions supported a review of the development of e-service quality scales and also the SERVQUAL scale. It proposes associate degree 8-dimension scale for measurement of e-service quality with rewriting and modifying the SERVQUAL instrument: web site style, dependableness, fulfillment, security, responsiveness, personalization, information and sympathy. This paper concludes by discussing the findings of this study and highlighting areas for the long run analysis within the realm of e-service quality.

Keywords: E-service quality, electronic marketplace, SERVQUAL instrument

Cite this Article
Vaibhav Jain, Avinash Dhar. E-Service Quality: A Review. E-Commerce for Future & Trends. 2015; 2(2): 19–26p.

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