Quality Management for E-services

• Autorzy: Ihimbazwe Ndanguza , Alain Patience
• Języki publikacji: EN

Abstrakty

EN

This paper was designed to give a general overview of the importance of quality management for e- services; this topic was chosen because today's products and services have fundamentally moved to digital form and are offered via the Internet. Given the importance and boost of the Internet in the internationalization of services and businesses, the purpose of this paper was to identify the conceptual issues surrounding service quality management -in services provided via the Internet- and to emphasize the importance of e-Service quality in the lives of customers. This paper defines the Quality Management Framework after a brief introduction that describes the adoption of electronic services in people's everyday routines and the necessity for quality management. The author then explains what e-services are, how they are classified, and the benefits they provide to users, as well as evaluating the quality of e-services. Finally, this paper summarizes the advantages of e-services, the importance of e-service quality management, and future domain development activities. (original abstract)

Słowa kluczowe

EN

Quality management; e-services; Service quality assessment

PL

Zarządzanie jakością; e-usługi; Ocena jakości usług

• Czasopismo: Management and Quality
• Rocznik: 2022
• Tom: 4
• Numer: nr 1
• Strony: 5--14

Twórcy

autor

Ihimbazwe Ndanguza

• Silesian University Technology, Student

autor

Alain Patience

• Silesian University Technology, Student

Bibliografia

• Parasuraman, A., V.A. Zeithaml and L.L. Berry. (1988). A multiple item scale for measuring consumer perceptions of service quality.
• Baker, E. R. and Fisher, M. J. (2008). Organizing for Quality Management. Artech House Inc.
• Balog, A., Badulescu, G., Badulescu, R. and Petrescu, F. (2008). E-ServEval: a system for quality evaluation of the on-line public services. Informatica Economica, Bucharest, 46.
• Bengtsson. (2010). Sustainable e-Services. www.iris31.se/papers/IRIS31-072.pdf.
• Gounaris, S., S. Dimitriadis and V. Stathakopoulos. (2005). Antecedents of perceived quality in the context of Internet retail stores.
• Gratzer M., Winiwarter W. (2010). A framework for competitive advantage in eTourism. www.homepage.univie.ac.at/werner.winiwarter/enter2003.pdf.
• Hongxiu Li, Reima Suomi. (2010 ). A proposed scale for measuring e-Service quality. International Journal of u- and e-Service, Science and Technology, www.sersc.org/journals/IJUNESST/vol2_no1/1.pdf.
• Jung, Y.; Kang, H. (2010). A Means-End Chain Approach. In User Goals in Social Virtual Worlds (pp. 218-225). Comput. Hum. Behav.
• Kim, J.; Lennon, S.J. (2017). Descriptive Content Analysis on E-Service Research. Int. J. Serv. Sci. Manag. Eng. Technol.
• Lorena BATAGAN, Adrian POCOVNICU, and Sergiu CAPISIZU. (2009). E-SERVICE QUALITY MANAGEMENT. Applied quantitative method, 376.
• Parasuraman, A., V.A. Zeithaml and L.L. Berry. (2002). A multiple item scale for measuring consumer perceptions of service quality. Servqual.
• Quality Management Principles. (n.d.). Retrieved from http://www.iso.org: : http://www.iso.org/iso/iso_catalogue/management_standards/iso_9000_iso_14000/qmp.htm
• Seth, A., K. Momaya and H.M. Gupta. (2005). An exploratory investigation of customer loyalty and retention in cellular mobile communication. J. Serv. Res. Retrieved from J. Serv. Res.
• Zarei, G.; Asgarnezhad Nuri, B.; Noroozi, N. (2019). The role of satisfaction, attitude, and purchase intention . In The effect of Internet service quality on consumers' purchase behavior (pp. 197-220).
• Zhilin Yang, Robin T. Peterson, Shaohan Cai. (2003). Services quality dimensions of Internet retailing. Journal of Services Marketing, 685-700.