An empirical study of factors affecting e-service satisfaction
Document Type
Article
Publication Title
Human Systems Management
ISSN
0167-2533
Volume
25
Issue
4
DOI
10.3233/HSM-2006-25406
First Page
279
Last Page
291
Publication Date
11-16-2006
Abstract
E-service is the integration of business processes, policies, procedures, tools, technologies, and human efforts to facilitate both assisted and unassisted customer services in using the Internet and other networks. To examine factors affecting user satisfaction with e-services, a survey was conducted using a questionnaire. The questionnaire was based partially on existing studies, and was validated by a panel of researchers and industry experts. More than 700 usable responses to the questionnaire were collected and analyzed. The results showed that user satisfaction with e-services is correlated with perceived convenience, users' skills and experiences, and perceived security. © 2006 - IOS Press and the authors. All rights reserved.
Recommended Citation
Zhang, X.,
Prybutok, V.,
&
Huang, A.
(2006).
An empirical study of factors affecting e-service satisfaction.
Human Systems Management, 25(4), 279–291.
DOI: 10.3233/HSM-2006-25406
https://scholarlycommons.pacific.edu/esob-facarticles/181