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G Model JJIM-971; No. of Pages 12
ARTICLE IN PRESS
International Journal of Information Management xxx (2010) xxx–xxx
Contents lists available at ScienceDirect
International Journal of Information Management journal homepage: www.elsevier.com/locate/ijinfomgt
An assessment of customers’ e-service quality perception, satisfaction and intention
Godwin J. Udo ∗ , Kallol K. Bagchi 1 , Peeter J. Kirs 2
College of Business Administration, University of Texas at El Paso, 500 University Avenue, El Paso, TX 79968, USA
a r t i c l e
Article history: Available online xxx
i n f o
a b s t r a c t
This study examines the dimensions of web service quality based on e-customer’s, expectations and perceptions. We develop operationalized web service quality constructs, and analyze, their relationships with customer satisfaction and behavioral intentions in an e-business environment. The three identified dimensions of web service quality are perceived risk, web content and service, convenience. One of the major findings of this study is that although less perceived risk may lead to a favorable perception of web service quality, it does not necessarily translate to customer satisfaction, or positive behavioral intentions. Individual PC skill sets may affect perception of service convenience, but seems to have no influence on how customers assess web service quality, customer satisfaction or, behavioral intentions to use the e-service. The indirect or mediating influence of satisfaction on web, service quality and behavioral intentions is indeed stronger than the direct influence of web service, quality on behavioral intentions. © 2010 Elsevier Ltd. All rights reserved.
Keywords: Web service quality E-SERVQUAL Customer satisfaction Behavioral intentions Factor analysis E-customers
1. Introduction Computer-aided services have grown in number and significance in proportion to the rapid growth of Internet adoption. E-service growth, also known as web-based
ARTICLE IN PRESS
International Journal of Information Management xxx (2010) xxx–xxx
Contents lists available at ScienceDirect
International Journal of Information Management journal homepage: www.elsevier.com/locate/ijinfomgt
An assessment of customers’ e-service quality perception, satisfaction and intention
Godwin J. Udo ∗ , Kallol K. Bagchi 1 , Peeter J. Kirs 2
College of Business Administration, University of Texas at El Paso, 500 University Avenue, El Paso, TX 79968, USA
a r t i c l e
Article history: Available online xxx
i n f o
a b s t r a c t
This study examines the dimensions of web service quality based on e-customer’s, expectations and perceptions. We develop operationalized web service quality constructs, and analyze, their relationships with customer satisfaction and behavioral intentions in an e-business environment. The three identified dimensions of web service quality are perceived risk, web content and service, convenience. One of the major findings of this study is that although less perceived risk may lead to a favorable perception of web service quality, it does not necessarily translate to customer satisfaction, or positive behavioral intentions. Individual PC skill sets may affect perception of service convenience, but seems to have no influence on how customers assess web service quality, customer satisfaction or, behavioral intentions to use the e-service. The indirect or mediating influence of satisfaction on web, service quality and behavioral intentions is indeed stronger than the direct influence of web service, quality on behavioral intentions. © 2010 Elsevier Ltd. All rights reserved.
Keywords: Web service quality E-SERVQUAL Customer satisfaction Behavioral intentions Factor analysis E-customers
1. Introduction Computer-aided services have grown in number and significance in proportion to the rapid growth of Internet adoption. E-service growth, also known as web-based
References: Please cite this article in press as: Udo, G. J., et al. An assessment of customers’ e-service quality perception, satisfaction and intention. International Journal of Information Management (2010), doi:10.1016/j.ijinfomgt.2010.03.005 G Model JJIM-971; No Please cite this article in press as: Udo, G. J., et al. An assessment of customers’ e-service quality perception, satisfaction and intention. International Journal of Information Management (2010), doi:10.1016/j.ijinfomgt.2010.03.005 G Model JJIM-971; No