A review of e-service quality dimensions in user satisfaction

• Main Authors: Al-Nuaimi, I.T.I., Mahmood, A.K.B., Jung, L.T., Jebur, H.H.
• Format: Conference or Workshop Item
• Published: 2013
• Online Access: https://www.scopus.com/inward/record.uri?eid=2-s2.0-84897849203&doi=10.1109%2fICRIIS.2013.6716706&partnerID=40&md5=f96cf2546d7c59d1e6e51268e17268ac; http://eprints.utp.edu.my/32498/

Quality of e-service is one of the significant factors that play a major role in the success or failure of online organizations. It enhances the competitive advantages of online organization; in addition, it improves the relationships with clients and increases their satisfactions. Measuring online service quality becomes industry or context dependent in which, it may increase the difficulties to constitute a global measure. This paper reviews e-service quality literature in Malaysian educational institutions because it is of great importance in attracting and retaining tuition-based returns for education in Malaysia, which has become an increasingly competitive business. © 2013 IEEE.