A consumer typology based on e-service quality and e-satisfaction

Knowledge use in the management of privately owned forests: a focus on decision support services for multi-objective forest use

“…They are interactive and content-centred, and integrated with the technologies and systems offered by the service provider (de Ruyter et al 2001). With online services customers contribute to service delivery by actively using their own effort and time (Bressolles et al 2014). Governmental services, such as tax administration, are a specific branch of e-services.…”

“…Reliability refers to delivering the requested service (Cristobal et al 2007), responsiveness to the willingness to help customers (Li et al 2002) and usability means the ability of a customer to locate relevant information and features (Collier and Bienstock 2006). Security and the privacy of a service are linked to protecting the customer from risk of fraud and protection of personal details (Bressolles et al 2014). Web design or aesthetics refer to the appearance of the webpage, such as the graphics and colours used, and the clarity and precision of the information provided describe information quality (Bressolles et al 2014).…”

“…Security and the privacy of a service are linked to protecting the customer from risk of fraud and protection of personal details (Bressolles et al 2014). Web design or aesthetics refer to the appearance of the webpage, such as the graphics and colours used, and the clarity and precision of the information provided describe information quality (Bressolles et al 2014). E-satisfaction can be defined as "a cumulative, attitude-like judgment that is based on customers' past experiences" (Gummerus et al 2004) or as customer judgment of their experience with a specific service compared to their other service experiences (Anderson and Srinivasan 2003).…”

“…E-service quality influences e-satisfaction (Wolfinbarger and Gilly 2003). Different customers emphasise different aspects of e-service quality concerning their perceived e-satisfaction (Bressolles et al 2014). Four website characteristics are of particular importance for e-satisfaction: ease-of-use, information content, entertainment and interactivity (Alpar 1999).…”

Integrating E-SERVQUAL and Kano Model into Quality Function Deployment to Improve Website Service Quality: An Application to University's Website

“…In the past decades, there was a development that focuses on creating concept, measuring, and managing the service quality and its effects on electronic environment (Carlson & O'Cass, 2011) as well as an effort to evaluate traditional service quality to then adapt it into the information technology context (Bressolles, Durrieu, & Senecal, 2014). The experiences from the customers when using an IT-based services (especially web-based) is certainly different than the traditional services, where in the web-based service (or also known as e-services), customers have to be actively involved in the service delivery, and even have to make their own time and effort to gain the service.…”