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Website Service Quality in Ireland: An Empirical Study

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Web Information Systems and Technologies (WEBIST 2008)

Part of the book series: Lecture Notes in Business Information Processing ((LNBIP,volume 18))

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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 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. The results of this study indicate the effectiveness of the instrument in determining gaps in e-service quality. The findings will be of benefit both to practitioners and researchers seeking to improve their understanding of the factors that contribute towards the creation and maintenance of consumer satisfaction in Irish online transactions.

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Author information

Authors and Affiliations

  1. Dublin City University, Dublin 9, Ireland

    Regina Connolly

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  1. Regina Connolly
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Editors and Affiliations

  1. Department of Systems and informatics, Institute for Systems and Technologies of Information, Control and Communication (INSTICC) and Instituto Politécnico de Setúbal (IPS), Rua do Vale de Chaves, Estefanilha, 2910-761, Setúbal, Portugal

    José Cordeiro  & Joaquim Filipe  & 

  2. ESEO, 4 rue Merlet de la Boulaye, BP 30926, 49009, Angers cedex 01, France

    Slimane Hammoudi

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Connolly, R. (2009). Website Service Quality in Ireland: An Empirical Study. In: Cordeiro, J., Hammoudi, S., Filipe, J. (eds) Web Information Systems and Technologies. WEBIST 2008. Lecture Notes in Business Information Processing, vol 18. Springer, Berlin, Heidelberg. https://doi.org/10.1007/978-3-642-01344-7_24

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  • DOI: https://doi.org/10.1007/978-3-642-01344-7_24

  • Publisher Name: Springer, Berlin, Heidelberg

  • Print ISBN: 978-3-642-01343-0

  • Online ISBN: 978-3-642-01344-7

  • eBook Packages: Computer ScienceComputer Science (R0)

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