Implications of e-Service Quality Dimensions for the Information Systems Function

Abstract
The measurement of Information Systems (IS)
effectiveness has been prominent on the research
agenda since the 1980s. Consequently various
approaches for measuring IS effectiveness have been
produced including that of service quality. This
approach has its roots in the marketing discipline
where service quality is primarily used to measure
business success via a customer satisfaction set of
dimensions. With the advent of e-commerce, many
studies have focused on online service quality
measurement from the marketing perspective. There
has been scant attention however, to the role of the IS
function in achieving acceptable levels of online
service quality. In acknowledging the elevated role of
the IS function in the e-commerce environment, the
primary objective of this paper, is to highlight the
issues around service quality, and in doing so shift this
research agenda into the domain of IS management.
In light of this a review of both traditional and
electronic service quality research is provided. A
comprehensive set of e-Service Quality dimensions are
consequently synthesized and discussed. Finally, the
authors explore the implications of these dimensions
for the IS function. The paper concludes by suggesting
that an important contributor to IS success in the e-
Commerce environment relates to the degree in which
IS functionaries embrace Service Quality attributes in
the planning, design, implementation and management
of IS.

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