Modelling the consequences of e-service quality

Purpose - The purpose of this paper is to model the consequences of achieving better service quality in e-services. Design/methodology/approach - The conceptual model is developed though a survey of literature on e-services and allied domains and validated through a survey of users of job-portals in India. Findings - The conceptual model finds significant support based on the empirical study. It is seen that the four components of e-service quality: efficiency, fulfilment, system availability, privacy, are linked to trust and satisfaction. Practical implications - The study underscores the need to focus on service quality in the context of e-services. The positive linkages should motivate practitioners to invest more to achieve greater service quality. Originality/value - By focusing on the consequences of e-service quality, the study contributes to the growing stream of e-service quality literature. This is also one of the few studies to look at other categories of e-services apart from e-tailing.