E-Service Quality

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  • Topic: Dimension, FTSE 100 Index, Hydroelectricity
  • Pages : 9 (2843 words )
  • Download(s) : 26
  • Published : March 31, 2011
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EXECUTIVE SUMMARY

The main objectives of this report were to:

1.Evaluate and compare the e-service quality of five websites in the utilities sector on the dimensions of control, two-way communication and responsiveness on the basis of a given questionnaire. The companies examined were British Gas, Scottish Power, Scottish Hydro Electric, EDF Energy and E.ON Energy.

2.Critique the content of the questionnaire, developing an argument for why the questionnaire is comprehensive, or how it can be improved by deleting and/or adding dimensions to assess e-service quality.

To begin addressing these objectives, secondary research was carried out in order to gain a sound understanding of e-service quality concept and its measurements. Primary research was then conducted by accessing the websites of each of the five utilities companies and evaluating them using a given questionnaire, which concentrated on the dimensions of control, two-way communication and responsiveness. These evaluations were then used to compare the e-service quality provided by each website. The questionnaire was then evaluated, and assessments made on its suitability for measuring e-service quality.

The key findings of this report are:
1.The overall performance of the websites were comparable, and of a high standard. Scottish Power was the only website performing distinctly more impressively than the rest. The scores for individual performances however, varied greatly across each dimension, and were not representative of the overall performances. 2.The questionnaire does not provide a comprehensive analysis of e-service quality.

Bases on these findings, the recommendations are as follows: 1.Four out of the five website should focus on improving components of the dimensions control and two-way communication. The fifth company, Scottish Power, should centre their attention on enhancing the responsiveness of their website in order to provide the best e-service quality possible. 2.A new scale should be created with the following five dimensions: Reliability, Responsiveness, Assurance, Empathy and Tangibles.

TABLE OF CONTENT

1.Introduction..................................................................................................................1 1.1Definition of e-Service Quality...........................................................................1 1.2Industry Background...........................................................................................2 1.3Report Structure.................................................................................................3 2.Methodology................................................................................................................4 2.1Primary Research...............................................................................................4 2.2Secondary Research...........................................................................................4 2.3Limitations..........................................................................................................4 3.Analysis and Findings....................................................................................................5 3.1Website Evaluation.............................................................................................5 3.2Questionnaire Evaluation...................................................................................5 4.Conclusions...................................................................................................................7 4.1Website Evaluation.............................................................................................7 4.2Questionnaire Evaluation...................................................................................7 5.Recommendations........................................................................................................8 5.1Website...
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