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Author: Regina Connolly

Affiliation: Dublin City University, Ireland

Keyword(s): eService Quality, small-to-medium enterprises, E-S-QUAL.

Related Ontology Subjects/Areas/Topics: B2B, B2C and C2C ; Communication and Software Technologies and Architectures ; e-Business ; e-Business and e-Commerce ; Enterprise Information Systems ; Society, e-Business and e-Government ; Software Agents and Internet Computing ; Web Information Systems and Technologies

Abstract: Despite the fact that service quality is a critical determinant of website success, studies show that consumers frequently view the service quality delivered through websites as unsatisfactory. This paper outlines a study that is investigated the dimensions of website service excellence valued by Irish customers of a small to medium enterprise specialising in gifts. The e-S-QUAL measurement instrument was applied to the customers who purchase products online from this retailer, in order to determine their purchasing patterns and the dimensions of e-service quality that they value. This study makes a major contribution to the literature as it describes the application of the newly operationalised E-S-QUAL measurement instrument. The results of this study will indicate the effectiveness of the instrument in determining gaps in e-service quality. The findings will benefit both practitioners and researchers in developing an understanding of the factors that contribute towards the creatio n and maintenance of consumer satisfaction in Irish online transactions. (More)

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Paper citation in several formats:
Connolly, R. (2008). WEBSITE SERVICE QUALITY IN IRELAND - A Consumer Perspective. In Proceedings of the Fourth International Conference on Web Information Systems and Technologies - Volume 1: WEBIST; ISBN 978-989-8111-27-2; ISSN 2184-3252, SciTePress, pages 378-386. DOI: 10.5220/0001519003780386

@conference{webist08,
author={Regina Connolly.},
title={WEBSITE SERVICE QUALITY IN IRELAND - A Consumer Perspective},
booktitle={Proceedings of the Fourth International Conference on Web Information Systems and Technologies - Volume 1: WEBIST},
year={2008},
pages={378-386},
publisher={SciTePress},
organization={INSTICC},
doi={10.5220/0001519003780386},
isbn={978-989-8111-27-2},
issn={2184-3252},
}

TY - CONF

JO - Proceedings of the Fourth International Conference on Web Information Systems and Technologies - Volume 1: WEBIST
TI - WEBSITE SERVICE QUALITY IN IRELAND - A Consumer Perspective
SN - 978-989-8111-27-2
IS - 2184-3252
AU - Connolly, R.
PY - 2008
SP - 378
EP - 386
DO - 10.5220/0001519003780386
PB - SciTePress

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