A Case Study of Consumer E-Satisfaction for the E-Services used in Jodhpur

Scientific Study, 2012

26 Pages



The websites are the important medium of communication with customers on behalf of the organization. It provides secured access to internal and external information resources to facilitate communication to support publishing of content to the intranet sites by authorized staff. The websites give the purpose and content with high speed of bandwidth. The internet and the websites are the pivotal point of the human life impacting all the dimensions of business, professional and personal life of people. The connectivity and reliability of the services is essential to increase the e-satisfaction of the people. The basic aim of the paper is do the analysis of the dimensions of e-service quality and build the strategic framework for the enhancement of the quality e-services Key words - quality, services, customer satisfaction, websites


The websites and the online connectivity has become a way of life in the modern era of business and development. The consumer satisfaction is essential to enhance the quality of communications in the organization. The basic impact of connectivity increases the efficiency of business performance and sales. The website communication increases the power of business organization to have personalized communication with the customers. The success of online communication depends on the ability of the websites to give the details of company information with latest launch of the products in the market. The marketing of goods and services becomes easy because of the deeper reach value and one to one communication with customers for all twenty four hours. The websites must give the quality communication with elements of credibility and assurance to foster the respect and trust in the minds of the customers. The consumers need value and appeal to cultivate the long term relations of creating the faith. The service quality of website performance is reflected by the accessibility and communication. The performance capability depends on the courtesy and trustworthiness to create the reliability and responsiveness. The safety impacts the understanding with customers. The websites are the face of the company and it communicates with the customers to foster the goodwill, faith and trust in market. The websites performance impacts the connectivity with the customers. The personalized communication can help in the customization of the products and services to increase the speed of operations. There are many organizations related to the services where the bookings through the websites become easy and centralized. The global trend is moving towards the force of globalization and the multi-channel support is giving the better options to the customers. The customers are looking for Choices - support how and when they want it Convenience - right channel for the issue Availability - avoid problems in the first place! Empowerment - be informed

Return on Investment

The power to people is given by websites and the electronic media. Traditional media is rapidly migrating to an online format and leveraging this “new media “is becoming more fascinating... In fact, any business without a respectable website is like a business without business cards. The customers enjoy the increased and faster access to common solutions given by the higher system availability of the computers. The ability to collaborate with other customers through the webportal can provide the ability to chat with communities which can create the ability to influence service quality - by submitting feedback, requests for enhancements.

- Process routine service requests
- Provide proactive advisories
- Download center for updates
- Fast access to online documentation
-Automated Status Reporting

The modern world is converted into the electronically connected society where the e administration is becoming the way to running the government. The e-Administration is a process in which an administration or a government office uses ICT in order to interrelate its various departments and digitize its internal operations via “automation and computerization of administrative tasks. The e-Citizens use these services in the e-Society. This society provides a platform that facilitates interactions between government actor and civil society.The basic aim any government is to do the social development which basically refers to the development through building the capacities of individuals, families and communities, in contrast to a more traditional social services focus on maintenance and problem solving.

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Figure 1 - The impact of virtual and physical media on satisfaction

The development steps

1. Design
2. Authoring and testing
3. Launch
4. Maintenance

The design phase basically relates to the content to be served and focusses on the audience. The content formats and processing, structuring, navigation and labeling is important to build the layout of home page and branch pages for the site search support. The feedback and help promotes the quality testing by supporting the usability, consistency, accuracy, compatibility. The validators and HTML style checkers build the publicity by supporting the site registration and the links from other sites

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Figure-2 The service design model for customer satisfaction

The value of the services given by the websites is reflected by the functions supported by the sites. The E-Service customer satisfaction depends on the digital content and the processing ability of the websites to increase the capacity to store and display. The value creation is by the maximum benefit given at low price. Therefore the value is the ratio of the quality to the price paid.

Abbildung in dieser Leseprobe nicht enthalten

Value basically affects the

-Behavioural intentions Purchase intention
-Actual purchase activities
-Value maximization can be done increasing the customer satisfaction by: Enhancing the product quality

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Figure 3 - The value maximization of customer

Consumer E-Satisfaction is value maximization

Shopping and enjoyment experience can be enhanced by the convenience and low cost and minimum time with high speed

Bandwidth connectivity speed performance features design display aesthetics serviceability content reliability credibility

David Garvin’s Model of Quality Dimensions in 1984

The service quality is reflected by the dimensions of quality imbibed in the performance and value provided to the customers. The customer linkage can be supported by the connectivity and speed of the services given. The SERVQUAL - 10 dimensions of quality originally

- Tangibles
- Reliability
- Responsiveness
- Communication
- Credibility
- Security
- Competence
- Courtesy
- Understanding/Knowing Customers
- Access

The condensed SERVQUAL dimensions can be converted into five variables which are as follows:

- Tangibles
- Reliability
- Responsiveness
- Assurance
- Empathy

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Figure 4- the SERVQUAL dimensions of service quality for e-satisfaction


Excerpt out of 26 pages


A Case Study of Consumer E-Satisfaction for the E-Services used in Jodhpur
Jai Narain Vyas University Jodhpur  (Department of Management Studies)
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ISBN (Book)
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967 KB
the paper relates to the sentiment
case, study, consumer, e-satisfaction, e-services, jodhpur
Quote paper
Meeta Nihalani (Author), 2012, A Case Study of Consumer E-Satisfaction for the E-Services used in Jodhpur, Munich, GRIN Verlag, https://www.grin.com/document/192222


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