Relevant bibliographies by topics / E-service quality / Dissertations / Theses
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Dissertations / Theses on the topic 'E-service quality'

Author: Grafiati
Published: 4 June 2021
Last updated: 26 July 2025

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1

Shachaf, Pnina, and Shannon M. Oltmann. "E-quality and e-service equality." IEEE Press, 2007. http://hdl.handle.net/10150/105389.

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Research is divided about the potential of e-service to bridge communication gaps, particularly to diverse user groups. According to the existing body of literature, e-service may increase or decrease the quality of service received. This study analyzes the level of service received by different genders and ethnic groups when public librarians answer online reference queries. Quality of e-service was evaluated along three dimensions: responsiveness, reliability, and courtesy. This study found no significant differences among different user groups along any of these dimensions, supporting the a
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Kenova, Vasya, and Patrik Jonasson. "Quality Online Banking Services." Thesis, Jönköping University, JIBS, EMM (Entrepreneurship, Marketing, Management), 2006. http://urn.kb.se/resolve?urn=urn:nbn:se:hj:diva-480.

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<p>Using an already developed model for measuring the quality of online services, the authors of this thesis have developed and later on modified a theoretical model (instrument) for measuring the quality of online banking services in particular. Using quantitative research method including the design and distribution of a questionnaire, empirical data was collected on which statistical analysis has been performed. As a result of the conducted analysis, the initial theoretical model has been modified, so that the final version of the model (instrument) for measuring quality of online banking s
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Wong, Kuong Fat. "E-government service quality : a case of Macao IACM." Thesis, University of Macau, 2005. http://umaclib3.umac.mo/record=b1636790.

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4

Parial, Parag, MD Mizanur Rahman, and MD Lokman Hossain. "E-service Usability and Citizens Expectation : A study on Bangladesh E-government Service." Thesis, Högskolan i Borås, Institutionen Handels- och IT-högskolan, 2011. http://urn.kb.se/resolve?urn=urn:nbn:se:hb:diva-20472.

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In twentieth century we have witnessed an extensive growth of internet based services in our every sphere of life. The use of information technology has been a core element using by the government as a communication way to its citizen. E-services delivery is present in developing countries but the erudition is still in immaturity level. Most local governments only provide published information and downloadable forms. Most local government sites provide only one way communications. All are still at the basic level of publishing information online. Before implementing and developing any e-servic
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Ibrahim, Ola. "The implications of applying Total Quality Management (TQM) on e-learning in Egypt : suggested e-learning service quality model." Thesis, University of Huddersfield, 2015. http://eprints.hud.ac.uk/id/eprint/26437/.

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Egypt is seeking to accelerate comprehensive and sustainable development and to achieve higher growth rates for the interest of all classes and categories of society. According to what was published in 1/7/2013 by the public association for adult education AEA at the information and decision support centre in Egypt; 14.9% of population in age between 15 and 35 years old are illiterate. Here, we have to ask:" How a society where 14.9% of its young working power is illiterate can execute the mentioned adopted strategy of development?!"The Egyptian young working power is poor educated due to the
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April, Graham. "Dimensions for evaluating information systems service quality expectations of e-Commerce SMMEs." Thesis, Cape Peninsula University of Technology, 2007. http://hdl.handle.net/20.500.11838/1378.

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Thesis (MTech (Information Technology))--Cape Peninsula University of Technology, 2007<br>With growing invesbnent in WWW technologies bye-Commerce businesses the measurement of Information Systems (IS) effectiveness in this area has become increasingly important over the last decade. As business users have become reliant on outsourced IS service providers for a wide range of services, the quality of service rendered by the latter is an important issue which impacts on IS effectiveness. Researchers have for many years recognised the importance of service quality as a measure of IS perform
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Pavlovic, Aleksandar. "En kvantitativ studie om några faktorer som påverkar konsumenters e-lojalitet." Thesis, Mittuniversitetet, Avdelningen för ekonomivetenskap och juridik, 2017. http://urn.kb.se/resolve?urn=urn:nbn:se:miun:diva-31440.

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Den digitala utvecklingen har medfört en högre grad av interaktion mellan kunder och återförsäljare. Förändringen från fysisk butik, och lojalitet med interaktion mellan försäljare och konsumenter, till digital butik och s.k. e-lojalitet där försäljaren är obefintlig, har format nya handelsförutsättningar. I dagens samhälle kan konsumenter genomföra ett köp via e-handel med några få knapptryck. Elektronisk handel eller e-handel, har i Sverige växt från 70,5 miljarder SEK (2012) till 100,5 miljarder SEK (2016), en tillväxt på 43%. Konsumenter kan med hjälp av en uppkopplad enhet handla via inte
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8

Persson, Josefine, and Amelie Claesson. "Service Quality Dimensions in an Online Context : -A Perspective Comparison of Service Recovery." Thesis, Linnéuniversitetet, Ekonomihögskolan, ELNU, 2012. http://urn.kb.se/resolve?urn=urn:nbn:se:lnu:diva-19390.

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Service quality and service recovery has been found to play a significant role in customer satisfaction and future purchase intentions. Many studies have been conducted on how to manage either the company perspective or customer perspective of these two concepts. Using the findings from five qualitative company interviews and three customer focus groups, this study addresses the purpose “to identify similarities and differences between the company and customer perspectives of service recovery in a quality system online”. The research identifies how companies in the service industry work with t
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Hossain, Mohammad Younus, and Mahadi Hossain. "E-Service Quality and Consumer Loyalty : A study on Consumer Electronic Retail Industry." Thesis, Umeå universitet, Handelshögskolan vid Umeå universitet (USBE), 2011. http://urn.kb.se/resolve?urn=urn:nbn:se:umu:diva-54656.

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This paper investigated the relationship between e-service quality and consumer loyalty in the context of consumer electronic retail industry in Sweden. E-service quality is found to be a prime determinant of consumer loyalty which is very important for the growth of any business regardless of the industry. On this study, we have selected four most important dimensions of e-service quality which are: Reliability, Responsiveness, Ease of use, and Security. We adopted a quantitative approach for this study and our survey took place in the area of Umea University. We reached a total of 200 respon
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Nomdoe, Herschel Gordon. "Evaluating web-based information systems effectiveness : an e-service quality multi-stakeholder perspective." Thesis, Cape Peninsula University of Technology, 2007. http://hdl.handle.net/20.500.11838/1370.

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Thesis (MTech (Information Technology))--Cape Peninsula University of Technology, 2007<br>Over a period spanning approximately twenty five years Information Systems (IS) researchers have been plagued by the problem of how to evaluate IS effectiveness or success. After the advent of the World Wide Web (WWW) in the 1990s, questions have arisen regarding the relevance of previously established evaluation approaches to the evaluation of web-based IS. Subsequently, firms have invested billions of dollars anually in information systems but the lack of appropriate frameworks for evaluating thei
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Miazee, Md Hossen, and Md Mostafizur Rahman. "E-Service Quality and Customer Satisfaction: A Study of Online Customers in Bangladesh." Thesis, Mittuniversitetet, Institutionen för samhällsvetenskap, 2011. http://urn.kb.se/resolve?urn=urn:nbn:se:miun:diva-13615.

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In twentieth century we have witnessed an extensive growth of internet based services, from small merchant to multi-organizations that are developing online services. Online delivery channel performing the e-service quality is the prime challenging concern that is the significant for customer satisfaction and their purchasing decision. In this study, service quality is to be explored as the most important influential service quality factors of online purchasing that affects consumer satisfaction and makes their purchasing decision. The study begins with the earlier literature review to identif
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Taha, Ahmed. "Streamline e-information service for virtual users: A quality function deployment (QFD) approach." School of Communication & Information, Nanyang Technological University, 2006. http://hdl.handle.net/10150/106053.

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Migration from the traditional to web-based library paradigm is usually accompanied by remodelling of many library core activities particularly those associated with user-centred services. In this capacity of the web-based service paradigm, many academic libraries have established networked environments within which many virtual-user communities are forming and growing. Understanding the virtual user's needs in these communities has become the first priority of networked libraries for designing, running and managing effective virtual reference services to meet the increasing expectations of th
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Gränström, Danielle, and Johanna Atterström. "E-handel av livsmedel : En kvalitativ studie som undersöker hur e-service quality påverkar kundens köpbeteende." Thesis, Linköpings universitet, Företagsekonomi, 2019. http://urn.kb.se/resolve?urn=urn:nbn:se:liu:diva-157608.

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Introduction: E-commerce has shown a large increase in the last years and constitutes a great portion of the market. This has led to a digital shift and more people choose to e-shop. This has affected the retail business, since there are new, more comfortable ways to buy your groceries. Furthermore, the food e-commerce differentiates from the general e-commence, since customers feel comfortable being able to smell, touch and see the groceries they are buying. Purpose: The purpose of this study is to achieve a higher and deeper knowledge of how the e-service quality affects the customers purcha
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Bacetic, Oliver, and Adam Persson. "Service quality and its effect on customer satisfaction in online-banking : A quantitative study about the relationship between service quality and customer satisfaction." Thesis, Högskolan Kristianstad, Fakulteten för ekonomi, 2018. http://urn.kb.se/resolve?urn=urn:nbn:se:hkr:diva-18867.

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The continuous development and expansion of online-banking have significantly changed the way of conducting banking errands. The traditional bank is gradually perishing as online-banking takes over, leading customers and banks to acquire new ways of communicating. Self-service technology and customer needs have changed the relationship between banks and their customers from physical to digital. Online-banking relationships were established to create interest for long-term relations to avoid the cost of acquiring new customers. How service quality factors within online-banking affect customer s
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Montenegro, Sánchez Daniela Sara, and López Camila Sandra Goytizolo. "Relación del E-Service Quality con la satisfacción y lealtad del consumidor de supermercados." Bachelor's thesis, Universidad Peruana de Ciencias Aplicadas (UPC), 2020. http://hdl.handle.net/10757/655624.

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A raíz de la pandemia por el Covid 19, la venta en línea en el Perú a tomado mayor protagonismo, especialmente en el sector de comidas y supermercados. En la siguiente investigación se estudiará la relación que tiene el E-Service Quality (calidad de servicio) de con la satisfacción y lealtad de los consumidores de los supermercados más importantes del Perú. Se hará a través de conceptos analizados por diferentes autores y, de una medición cuantitativa. Se elaborarán 384 encuestas en Lima Metropolitana para estudiar las dimensiones utilizadas en el modelo de Khan (2019) de eficiencia, habilidad
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Jeon, Myunghee. "Impact of perceived website service quality on customer e-loyalty on a lodging website." [Ames, Iowa : Iowa State University], 2009. http://gateway.proquest.com/openurl?url_ver=Z39.88-2004&rft_val_fmt=info:ofi/fmt:kev:mtx:dissertation&res_dat=xri:pqdiss&rft_dat=xri:pqdiss:3389106.

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Mego, Jaramillo Luis Antonio, and Espinoza Thaís Flavia Vallejos. "El E-Service Quality y su relación con la E-Satisfaction y E-Loyalty en las tiendas por departamento." Bachelor's thesis, Universidad Peruana de Ciencias Aplicadas (UPC), 2020. http://hdl.handle.net/10757/655638.

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Con el incremento progresivo del comercio electrónico, los usuarios tienen la posibilidad de adquirir productos por diferentes medios en cualquier momento. Asimismo, esta modalidad viene ganando terreno en el Perú y ha mostrado una evolución constante gracias a factores como la calidad del servicio electrónico. Cabe recalcar, que las tiendas por departamento en el Perú, han tomado en cuenta esta variable en su estrategia de ventas digital. A raíz de esto, esta investigación académica tiene como finalidad identificar cuál es el nivel de relación de variables como la calidad del servicio con la
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Popov, Aleko Ivaylov, and Yashaswini Ravi. "Conceptualization of service loyalty in access-based services in micromobility : A case of e-scooter sharing services." Thesis, Linköpings universitet, Företagsekonomi, 2020. http://urn.kb.se/resolve?urn=urn:nbn:se:liu:diva-166570.

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Background: Provide insights on the potential drivers of service loyalty in access-based services, especially when the consumers have the option to switch between owning a product or accessing a product through a service. By examining service loyalty in access-based services in the context of e-scooter sharing services, the researchers contribute to the service research field. Aim: Conceptualize service loyalty by considering the ownership dilemma in access-based services in micromobility. More specifically, the study aims to find what are potential drivers of service loyalty, what effects doe
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Axelsson, Karin, and Stefan Ventura. "Reaching Communication Quality in Public E-Forms : A Communicative Perspective on E-Form Design." Linköpings universitet, VITS - Laboratoriet för verksamhetsinriktad systemutveckling, 2007. http://urn.kb.se/resolve?urn=urn:nbn:se:liu:diva-40628.

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This paper adopts a communication perspective on public electronic forms (e-forms). By doing so we define forms as instruments for communication and, thus, also instruments through which citizens perform different communicative actions towards government agencies. As such instruments, the forms might be more or less useful. The purpose of this paper is to explore what features of an e-form that increase the communication quality. We conduct a theoretical synthesis of three existing approaches for designing information systems. The result is a combined theory on key features of an e-form that m
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Wang, Ting-Shiun, and 王挺勳. "The Effects of e-Travel Service Quality on Package Tours Service Quality." Thesis, 2011. http://ndltd.ncl.edu.tw/handle/94525573822318902055.

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碩士<br>明新科技大學<br>服務事業管理研究所<br>99<br>With the progress of science and technology, the global online shopping market is increasing year by year. Online store is becoming an important shopping channel for consumers. The travel merchandises is an important category of online shopping and more and more consumers shopping travel merchandises online. Many tourism businesses have involved the online virtual channels and enabling their consumers to buy package tours online. The relationship between the e-travel service quality and package tours service quality needs to pay attention and this is the main
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Chang, Jia-Ying, and 張家熒. "E-Service Quality of Service-Oriented Sharing Economy." Thesis, 2016. http://ndltd.ncl.edu.tw/handle/95243737500413966091.

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碩士<br>中原大學<br>資訊管理研究所<br>104<br>Sharing economy service appear, added network and service-oriented characteristic. Use of network platform matching consumers with consumers sharing. In this era, service quality is important. Consumers also benefit from the additional benefits and value. In this research, we use a case of Airbnb. It is a sharing economy service platform. We divided e-service quality to service platform quality, service provider quality and the quality of the service itself. We use survey to research their customer value and satisfaction. The results we found, users use of Airbn
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CHAN, YUN ERH, and 詹芸兒. "The Study of e-Service Quality in Enterprise Walfare Service." Thesis, 2014. http://ndltd.ncl.edu.tw/handle/es3d24.

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碩士<br>國立臺北科技大學<br>管理學院工業工程與管理EMBA專班<br>102<br>In the traditional welfare system, employee welfare was often considered to be of a general preferential nature. As the rights and interests of the majority were decided by the minority members in the welfare committee, employees had almost no participation rights in the authority process and the individual needs could not be satisfied. Along with the changes in the social environment and the structure of the labor market, the self-consciousness of labor gradually increased. In the trend of human-based management, an increasing number of corporatio
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Lin, Kuei-Yu, and 林奎佑. "MEASURING SERVICE QUALITY OF E-RECRUITING WEBSITE." Thesis, 2009. http://ndltd.ncl.edu.tw/handle/07856838144430604379.

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碩士<br>國立中興大學<br>電子商務研究所<br>97<br>With the continual growth of information technology, the Internet has significantly expanded the definition of e-commerce. In recent years, people have started to try a variety of methods to search for new jobs. New applications, such as electronic recruitment, have become more and more popular. Within the Internet environment, service quality dimensions are different from the physical environment. For the purpose of surviving in a competitive market, it is critical for websites to maintain a good relationship with customers. Beginning in the 2000s, researchers
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Wu, Huichun, and 吳蕙君. "Measure Service Quality In Three E-Commerce." Thesis, 2011. http://ndltd.ncl.edu.tw/handle/38628984411441547293.

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碩士<br>大葉大學<br>管理學院碩士在職專班<br>100<br>This study is mainly on discussion e-service quality and its influence of customer satisfaction. We measure e-service quality in three dimensions of website service quality, outcome quality and recovery service. This research is focus on the online comsumers. The effective samples were 531. 　　Base on the SPSS statistic method, exploratory factor analysis, comfirmatory factor analysis and structural equation modeling, the actual findings are as below: 　　Website service quality has no direct influence on customer satisfaction. Website service quality has a posi
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Huang, Cheng-kuo, and 黃建國. "Service Quality of Online Government Service System：Case Study of Taipei E-Service Online." Thesis, 2006. http://ndltd.ncl.edu.tw/handle/40798534356493632777.

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碩士<br>世新大學<br>行政管理學研究所(含博、碩專班)<br>94<br>In the information age, the developing Information and Communication technologies (ICTs) have been utilized to improve public administrative efficiency and governmental service quality. Due to this development, people can receive public services conveniently and efficiently. In order to fulfill this goal, most governments in the world have constructed very powerful e-service framework. However, according to this thesis, many Taiwan local governments still can’t provide a useful online service. Through a Taipei City’s case analysis, the main purposes of t
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LI, KUAN-HUA, and 李冠樺. "Evaluating Quality of E-learning Technology From a Service Quality Perspective." Thesis, 2016. http://ndltd.ncl.edu.tw/handle/76382306651788669310.

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碩士<br>國立中正大學<br>資訊管理系研究所<br>104<br>With the evolution of information communication technology, the characteristic of e-learning courses change rapidly, and it is now an indispensable way of learning. We discuss the concepts related to e-learning. And in response to the learning and teaching feature of e-learning courses, we focus on the user of formal interactive learning courses. The theory of service quality will be applied in the subject model of e-learning. 　　To design appropriate scale, we emphasize both literature review and field interviews, and follow the steps of scale development (Be
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Fang, Po-Lin, and 方博霖. "A Study of e-service Quality for Securities Services Industry in Taiwan." Thesis, 2011. http://ndltd.ncl.edu.tw/handle/18527156161769532267.

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碩士<br>國立中正大學<br>會計與資訊科技研究所<br>99<br>With the popularization of Internet, broadband Internet developing well, and the changes of using Internet by investors, the acceptance of electronic securities trading is growing up and up. For securities industry, e-services include not only Internet securities orders, but also include reading the tape online, real-time news, recommended reporting, specific after-hours stocks analysis. For securities industry, there are many the survey reports or academic research of Internet securities order, but it is rarely having research topic of whole e-services qual
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Shih, Suming, and 施素明. "Measuring e-Service Quality of B2C website: e-SERVQUAL Perspective." Thesis, 2005. http://ndltd.ncl.edu.tw/handle/51582251390303104020.

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碩士<br>國立臺北大學<br>企業管理學系<br>93<br>Studies have focused on service quality more than twenty years. Parasuraman et al. proposed the framework of service quality in 1985, and developed the "SERVQUAL" scale for measuring service quality in 1988. In recent years, research workers had different contention about service quality measurement. After Parasuraman et al. refined the "SERVQUAL" scale in 1991 and 1994, it was the most popular tool to measuring the service quality. As Internet matures, the amount of e-commerce investment continues to reach new highs. Most websites in the market are still search
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Hsiao, Wan-tung, and 蕭婉婷. "The Impact of Online auction E-Service Quality and Seller E-Service Quality on the Spread of Electronic Word of Mouth." Thesis, 2011. http://ndltd.ncl.edu.tw/handle/90509779015934828652.

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碩士<br>國立屏東商業技術學院<br>企業電子化研究所<br>99<br>Following the popularization of internet technology and prevalence in online auction, an increasing number of consumers tend to search word of mouth information of relative products in the internet as their reference for purchasing decisions. Hence, numerous researchers conduct studies related to electronic word-of-mouth. However, most previous studies focus on the effects of electronic word-of-mouth on consumers’ purchase decision making. Few studies discuss the factors that affect consumers’ intention of word-of-mouth spread. Therefore, in order to fill
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SARAN, PUNEET. "CUSTOMER'S PERCEPTION OF E-SERVICE QUALITY IN ONLINE SHOPPING." Thesis, 2015. http://dspace.dtu.ac.in:8080/jspui/handle/repository/17390.

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E-Commerce sector in India has seen exponential growth in the past few years and is here to stay for the years to come. Hence it is a vital for Ecommerce giants to study the customer buying behaviour in detail to maintain their levels of profitability. Customer’s perception is difficult to measure as it is highly subjective. A company might be having the best user interface but still a customer might not visit it due to less number of options or maybe due to unsecure payment gateway. There are certain things which a customer takes for granted in your website but its absence can lead to dissati
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Ying-HsinYu and 游瑩馨. "The Influence of Perceived E-service on Service Quality, Relationship Quality, and Customer Loyalty in Container Shipping Companies." Thesis, 2019. http://ndltd.ncl.edu.tw/handle/t7837e.

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碩士<br>國立成功大學<br>電信管理研究所<br>107<br>The literature has extensively verified that service quality plays a critical role in the process of consumption, with the initial focus on quantifying the service characteristics. However, these studies have paid less attention to the effects of relationship quality and e-service on customer loyalty. Relationship quality makes customers feel that products/services are reliable and acceptable, so they do not worry about mistakes. Despite the fact that the link between service quality and satisfaction has been extensively explored, the relationships among servi
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Chiang, Ming-Tuan, and 江明端. "A Study of Electronic Service Quality towards E-government." Thesis, 2017. http://ndltd.ncl.edu.tw/handle/2a4zud.

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碩士<br>大同大學<br>資訊經營學系(所)<br>105<br>In recent years, one of the specific indicators of convenience services is the E-government service quality. SaaS-Quality was used to measure the service quality of the e-government systems in this study, and we combined this construct with the Expectation Confirmation Theory (ECT). The usage intention of E-government is expected to understand whether the service quality of the E-government to achieve the convenience of the government indicators. This study adopted partial least square to measure the sample collection. This study found SaaS-Quality has the dir
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Li, Ching-pu, and 李京圃. "Developing a Scale of E-Service Quality for Blog." Thesis, 2009. http://ndltd.ncl.edu.tw/handle/16101996130934550053.

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碩士<br>義守大學<br>資訊管理學系碩士班<br>97<br>With the development of the Internet, the rise of Web 2.0 creates a wide variety of network applications, such as Youtube, and Wikipedia. Blog in partical is sweeping through the world of fashion. Blog emphasizes on interaction, participating and sharing, which has become a new media network application, and thus why it is so popular. According to the latest investigation by blog search engine Technorati (2008), the recorded volume of blog index has reached 133 million since 2002. In view of blogs great influence and rapid growth, it has become a worthwhile top
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Chi, Huang Pei, and 黃佩姬. "The Service Quality of Factoring and e-Factoring Trend." Thesis, 2006. http://ndltd.ncl.edu.tw/handle/61590868563650559453.

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Liu, Shu-Chen, and 劉淑真. "Measure the service quality of trust e-store bulletin." Thesis, 2004. http://ndltd.ncl.edu.tw/handle/11211929721251331161.

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碩士<br>國立臺灣大學<br>資訊管理學研究所<br>92<br>Now, electronic commerce has become a part of human life. Network store shopping has gradually played a important role in the retail market. Consumers concern the safety organism & privacy issue that block the electronic commerce promotion. Taiwan’s government refers the informer country’s experience to courage the self-obligation of the business community & marketing competition that push the service providers to obey game rule. By business community self-control, improves the un-completed definition of law for new technologies and new commerce development.
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Chao, Yu, and 趙瑀. "How Service Quality Influences Customer Loyalty in e-Banks." Thesis, 2011. http://ndltd.ncl.edu.tw/handle/47436319519238226510.

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博士<br>國立交通大學<br>管理科學系所<br>99<br>This study focus on how service quality influences customer loyalty in e-banks in Taiwan. The research is divided into two parts. In the first part, we deployed exploratory factor analysis to identify the service quality factors in Taiwanese e-banks. Then we used regression analysis to verify the casual relationship between service quality, relationship quality and customer loyalty. The findings are as follows: crisis handling and relationships are negatively correlated; relationship quality and customer loyalty are positively correlated; service quality and cus
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Su, Yu-Ting, and 蘇裕庭. "An Importance-Performance Analysis of E-Travel Service Quality." Thesis, 2013. http://ndltd.ncl.edu.tw/handle/53130544378867592857.

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碩士<br>明新科技大學<br>管理研究所在職專班<br>101<br>The internet has continued to gain in popularity and be a popular channel for consumers in purchasing travel products. However, the service quality of on-line travel agencies may have an influence on of the customer satisfaction. Accordingly, there are three purposes in this study: (1) Investigating the importance and perfromance of on-line travel service quality. (2) Examining the differences between importance and perfromance of on-line travel service quality. (3) Offering managerial suggestions for on-line travel agencies based on findings in this study.
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Yang, Wan-jing, and 楊菀菁. "On the Quality and Citizen’s Satisfaction with Kaohsiung City Mayer’s Electronic Mailbox Service via the e-Service Quality Model." Thesis, 2004. http://ndltd.ncl.edu.tw/handle/20332248829481734289.

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碩士<br>國立中山大學<br>公共事務管理研究所<br>92<br>With the rise of Internet, “Electronic Mailbox” becomes the most immediate communication channel between government and citizens beyond limit of time and distance. Apparently, Electronic Mailbox appears as one of the two-way interactive e-government services; moreover, it is commonly available on all country government web sites and offers two-way communication service channel. Citizens are able to express their opinions, doubts, and complaints regarding policies, laws, and regulations via such electronic approach, and can look forward to receiving prompt r
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DHANKHAR, ADITYA. "E-SERVICE QUALITY A KEY DETERMINANT OF ONLINE PURCHASE BEHAVIOR." Thesis, 2015. http://dspace.dtu.ac.in:8080/jspui/handle/repository/17278.

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This study will be conducted to determine the impact of E-Service Quality on the online purchase behavior of the customers. As, the competition is increasing at a tremendous rate, On one hand, there is a need to tap new segment of customers and increasing the customer base, on the other hand, there is a need to retain the existing set of customers. Therefore the companies need to look forward to the factors which might affect the customer experience. A questionnaire will be prepared with questions related to online purchase experience and questions related to service quality.The samples in thi
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Huang, Li-Ting, and 黃力庭. "The Study on E-gov Service Quality Improvement─In Case of Individual Income Tax E-filing Service." Thesis, 2013. http://ndltd.ncl.edu.tw/handle/4d4d2a.

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碩士<br>國立臺灣大學<br>資訊管理學研究所<br>102<br>With the development of Internet and ICT, the scale of service extends from face to face, the traditional service, to the online virtual service. In traditional one, service providers know how people feel by observing their expression or feeling their attitude between buying processes. But if people use service online, service providers can’t do that. When people encounter dissatisfied services, there are various types of response. Complaint behavior is one of which. In the past, service providers thought complaint would impact them negatively, so they make a
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Wang, Huai-Wen, and 王懷文. "The Effects of E-Service Quality on Relationship Quality and Loyalty: the E-Store as an Example." Thesis, 2011. http://ndltd.ncl.edu.tw/handle/31002872611297549354.

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碩士<br>大同大學<br>資訊經營學系(所)<br>99<br>ABSTRACT The propagation of Internet has led to the impressive development of E-Commerce and Internet marketing that are based on the Internet websites. At the same time, the shopping habit of consumers is experiencing a shift from traditional stores to Internet stores, which results in a new shopping mode called Online Shopping. The current study sets out to explore that in a highly competitive environment, how shopping websites can manage to maintain a stable source of customers and cut down the cost to improve their profitability through initiatives aiming t
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Tsai, Tsui-Pi, and 蔡翠璧. "E-Service Quality and Its Consequences: An E-Banking as an Example." Thesis, 2009. http://ndltd.ncl.edu.tw/handle/30318350955972475396.

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碩士<br>國立東華大學<br>企業管理學系<br>97<br>Internet banking is part of e-Commerce. Recently with the fast change in the financial environment, more and more banks, both local and foreign ones, are trying to shift the services conventionally provided on the counters onto the internet, thereby overcoming the limited business hours and restricted service locations inherent to conventional banks by online services provided anywhere and anytime, regardless of geographical and time limitations. Within such a competition environment, the Blue Sea Strategy for players in the banking industry to break through t
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dos, Reis Pedro Jorge Miguel. "Antecedentes e Consequências do Web Quality Service (WQS) Contexto B2B." Master's thesis, 2015. http://hdl.handle.net/10400.26/10845.

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O ritmo de evolução tecnológica e o uso crescente da Internet levou à adoção de novas formas de comunicação e relacionamento entre pessoas e consequentemente entre empresas. As organizações procuram nas tecnologias de informação novas formas de rentabilização e criação de valor. Um exemplo de uma nova forma de relacionamento, em ambiente B2B, será a compra de produtos através de plataformas eletrónicas on-line: e-procurement. Numa relação B2B em ambiente de e-commerce, a qualidade de serviço prestado vai para além do website, assentando nos aspetos que decorrem no antes, no durante e no depoi
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Huang, Yuan-hsin, and 黃元欣. "The study on logistics service quality in B2C E-Commerce." Thesis, 2008. http://ndltd.ncl.edu.tw/handle/88424257279005185867.

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碩士<br>國立中央大學<br>企業管理研究所<br>96<br>With the maturity of online shopping environment,accelerating the speed of service will be the operating direction of B2C online shopping industry,including“PChome Online Shopping”and“Yahoo! Shopping Mall”for the future.In January 2008 ,"books.com.tw" actually puts it into practice-deliver anything customers needed all the time without rest. Obviously, when the integrity of goods and web-site structure are very similar,logistics services will be the key which influences on customer loyalty. However,if a company blindly adds the same logistics service as oth
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Chou, Chun-Man, and 周春滿. "Application of the QFD in Designing E－Store Service Quality." Thesis, 2011. http://ndltd.ncl.edu.tw/handle/13466036313131524320.

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碩士<br>大葉大學<br>管理學院碩士在職專班<br>99<br>With the rising of the World Wide Web, new business behaviors and economy modes were created and gradually changed the living habits of the people. For example, the shopping behaviors have been extended from the traditional stores to the new types of virtual E-stores. Many retail traders thought that it was a new channel to shop on the network. Therefore, the measurement of the service quality has become a significant issue for the management of the E-stores. The samples of the research were focused on the consumers of the material E-store of the car beauty.
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Lin, Chih-Te, and 林志德. "A comprehensive framework of e-service quality for online Banking." Thesis, 2011. http://ndltd.ncl.edu.tw/handle/28423187024258645245.

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博士<br>國立東華大學<br>企業管理學系<br>99<br>Advances in technology have attracted more e-banking users in an e-Commerce context. Measuring service quality enhances delivering superior services to achieve competitive advantages. Studies on Internet service quality provide an adequate framework for measuring web site interactivity. However, no consensus exists to date regarding electronic service quality dimensions. Antecedents of service quality are better conceived than their components in an offline context. However, no study has proven a similar phenomenon in an online context. Only a few articles on e-
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Tsend-Ayush, Buyanravjikh, and 艾尤希. "A study of the E-service Quality of Social Insurance." Thesis, 2019. http://ndltd.ncl.edu.tw/handle/v554bv.

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碩士<br>中華大學<br>行政管理學系<br>107<br>The research is related to the topic of methods for improving the quality of social insurance e-service and it is based on the current practice of e-service provided by Social Insurance General Office of Mongolia which is government implementing agency. In this search we used questionnaires to collect the data. Some statistical analysis will be used in this study. Finally, research findings and research suggestions will be addressed in this study. In conclusion, in this study have two main requirements. 1. Insured and citizens require the service to be easily acc
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Schmidt, S. "A trust-aware framework for service selection and service quality review in e-business ecosystems." Thesis, 2008. http://hdl.handle.net/10453/37705.

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University of Technology, Sydney. Faculty of Information Technology.<br>As e-Business has moved from a niche market to a decisive contributor for the success of most companies, some issues need to be solved in order to assist the continued success of e-Business. The challenge, to deploy fully autonomous business service agents which undertake transactions on behalf of their owners, often fails due to lack of trust in the agent and its decisions. Four aspects can overcome this challenge. Firstly, intelligent agents need to be equipped with self-adjusting reputation, trustworthiness and credibil
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Yang, Hsing-Tzu, and 楊幸姿. "A Combined Delphi and AHP Methods For Evaluating E-Marketplace E-Service Quality." Thesis, 2010. http://ndltd.ncl.edu.tw/handle/08095232112559708037.

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碩士<br>靜宜大學<br>國際企業學系研究所<br>98<br>E-marketplace has created many benefits to all participants which have attracted many firms in the e-commerce environment. It offers interactions between multiple users for product information and service. With rapid growth of the Internet, companies offer e-service to all participants through the new information and communication technology. Due to the technical function of website and product price may be simulated, thus, e-marketplace should offer better service quality for buyers which are becomes the primary source of competitive advantage. Unfortunately,
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Chan, Hsun-Hao, and 詹勳昊. "The Relationships Among E-Service Quality, Perceived Value and Customer Recponse." Thesis, 2017. http://ndltd.ncl.edu.tw/handle/4j2zxn.

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碩士<br>國立東華大學<br>企業管理學系<br>105<br>In e-commerce, online shopping has always been a competitive business to internet buyers. After all, service quality of innovation can’t compete with the store, and then face a price war situation. Therefore, this study will serve as the study of the quality of the main exogenous variables, the results will serve as a reference for online shopping platform operators direction. The development in the Internet drives the development of online shopping, changing the shopping habits of the modern people, consumers need to use the holiday shopping discount store or
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