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.
Inhaltsverzeichnis (Table of Contents)
- Abstract
- Introduction
- The Impact of Virtual and Physical Media on Satisfaction
- The Development Steps
- The Service Design Model for Customer Satisfaction
- The Value of the Services Given by Websites
- Value Maximization
- David Garvin's Model of Quality Dimensions
Zielsetzung und Themenschwerpunkte (Objectives and Key Themes)
This paper aims to analyze the dimensions of e-service quality and develop a strategic framework for enhancing the quality of e-services. The primary focus is on understanding how websites and online connectivity influence customer satisfaction.
- Customer satisfaction in the context of e-services
- The role of websites in business communication and customer engagement
- The impact of e-service quality on customer perception and behavior
- Strategic framework for improving e-service quality
- The importance of value maximization in achieving customer satisfaction
Zusammenfassung der Kapitel (Chapter Summaries)
- Abstract: This section provides a brief overview of the paper's purpose and key concepts. It emphasizes the importance of websites as a communication channel for businesses and the need for high-quality e-services to enhance customer satisfaction.
- Introduction: This chapter explores the role of websites and online connectivity in the modern business environment. It highlights the importance of customer satisfaction and how websites can contribute to business success through personalized communication, increased reach, and enhanced service quality.
- The Impact of Virtual and Physical Media on Satisfaction: This section compares the features and benefits of virtual and physical media, highlighting the unique advantages of virtual media in terms of accessibility, convenience, and personalization.
- The Development Steps: This chapter outlines the key steps involved in website development, including design, authoring, testing, launch, and maintenance. It emphasizes the importance of usability, consistency, accuracy, and compatibility in website design.
- The Service Design Model for Customer Satisfaction: This section presents a model for designing e-services that focus on customer satisfaction. It emphasizes the importance of considering various touch points, customer needs, employee performance, and technology.
- The Value of the Services Given by Websites: This chapter discusses the value proposition of websites and how they can contribute to customer satisfaction. It highlights the importance of digital content, processing ability, and value maximization in enhancing customer experience.
- Value Maximization: This section explores strategies for maximizing customer satisfaction through value maximization. It emphasizes the importance of enhancing product quality, minimizing costs, improving convenience, and prioritizing customer experience.
- David Garvin's Model of Quality Dimensions: This chapter introduces David Garvin's model of quality dimensions, which outlines the various aspects of service quality that contribute to customer satisfaction.
Schlüsselwörter (Keywords)
The paper explores the key concepts of customer satisfaction, e-service quality, website design, value maximization, and the impact of virtual media on customer behavior. It utilizes frameworks such as SERVQUAL and David Garvin's Model of Quality Dimensions to analyze the factors influencing customer satisfaction in the context of e-services.
- 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
