WEBSITE SERVICE QUALITY IN IRELAND - A Consumer Perspective

Regina Connolly

2008

Abstract

Despite the fact that service quality is a critical determinant of website success, studies show that consumers frequently view the service quality delivered through websites as unsatisfactory. This paper outlines a study that is investigated the dimensions of website service excellence valued by Irish customers of a small to medium enterprise specialising in gifts. The e-S-QUAL measurement instrument was applied to the customers who purchase products online from this retailer, in order to determine their purchasing patterns and the dimensions of e-service quality that they value. This study makes a major contribution to the literature as it describes the application of the newly operationalised E-S-QUAL measurement instrument. The results of this study will indicate the effectiveness of the instrument in determining gaps in e-service quality. The findings will benefit both practitioners and researchers in developing an understanding of the factors that contribute towards the creation and maintenance of consumer satisfaction in Irish online transactions.

Paper Citation

in Harvard Style

Connolly R. (2008). WEBSITE SERVICE QUALITY IN IRELAND - A Consumer Perspective . In Proceedings of the Fourth International Conference on Web Information Systems and Technologies - Volume 2: WEBIST, ISBN 978-989-8111-27-2, pages 378-386. DOI: 10.5220/0001519003780386

in Bibtex Style

@conference{webist08,
author={Regina Connolly},
title={WEBSITE SERVICE QUALITY IN IRELAND - A Consumer Perspective},
booktitle={Proceedings of the Fourth International Conference on Web Information Systems and Technologies - Volume 2: WEBIST,},
year={2008},
pages={378-386},
publisher={SciTePress},
organization={INSTICC},
doi={10.5220/0001519003780386},
isbn={978-989-8111-27-2},
}

in EndNote Style

TY - CONF
JO - Proceedings of the Fourth International Conference on Web Information Systems and Technologies - Volume 2: WEBIST,
TI - WEBSITE SERVICE QUALITY IN IRELAND - A Consumer Perspective
SN - 978-989-8111-27-2
AU - Connolly R.
PY - 2008
SP - 378
EP - 386
DO - 10.5220/0001519003780386