The impact of website quality on customer satisfaction and purchase intentions : evidence from Chinese online visitors

This article argues that current public management theory is not fit for purpose—if it ever has been. It argues that it contains two fatal flaws—it focuses on intraorganizational processes at a time when the reality of public services delivery is interorganizational, and it draws upon management theory derived from the experience of the manufacturing sector and which ignores the reality of public services as “services.” The article subsequently argues for a “public service dominant” approach. This not only more accurately reflects the reality of contemporary public management but also draws upon a body of substantive service-dominant theory that is more relevant to public management than the previous manufacturing focus. We argue that this approach makes an innovative contribution to public management theory in the era of the New Public Governance. The article concludes by exploring the implications of this approach in four domains of public management and by setting a research agenda for a public-service...

A New Theory for Public Service Management? Toward a (Public) Service-Dominant Approach:

e-Government Adoption Model (GAM): Differing service maturity levels

Developing e-service quality scales: A literature review

Purpose – The objective of this paper is to develop a conceptual model to examine the relationships among e‐service quality, consumer satisfaction, attitudes towards the web site and behavioural intentions in the context of content‐driven web sites.Design/methodology/approach – Data from an online survey of 518 consumers were collected with the partial least squares (PLS) structural equation modelling technique used to empirically test the model.Findings – Findings suggest that positive evaluations of e‐service quality influences positive levels of consumer satisfaction, consumer attitudes towards the web site and behavioural intentions within the specific service context of content‐driven professional sports web sites.Research limitations/implications – The study specifically focuses on content‐centric web sites within a single service domain being professional sport. Future research can apply the framework to other service sectors on the internet, as well as to other cultural settings.Practical implicat...

Exploring the relationships between e‐service quality, satisfaction, attitudes and behaviours in content‐driven e‐service web sites

For providers of electronic services, quality is a major driving force on the route to long-term success. Comprehensive measurement of quality, in turn, is the key to effective quality management. Marketing academia has just started to attend to quality measurement in the context of electronic services. A review of existing literature on the subject reveals that important research gaps exist, both conceptually and methodologically. Building on extant research and findings from a qualitative study, the authors develop a broadly applicable, hierarchical quality model for electronic services, which includes three dimensions and nine sub-dimensions. The proposed model is rigorously tested by means of a large aggregated sample drawn from the customer bases of three different electronic services. The authors find support for the conceptualization and discuss important findings of the study as well as implications for managerial practice and research.

Ibrahim Koese

Papers

Quality of Electronic Services Conceptualizing and Testing a Hierarchical Model