Study on the Quality of Electronic Services: Conceptualizing and Exploratory Analysis

E-service quality is increasingly recognized as an important aspect of electronic commerce. Because the online comparison of the technical features of products is essentially costless, feasible, and easier than comparisons of products through traditional channels. So for providers of electronic services, quality is a major driving force on the route to long- term success. Comprehensive measurement of quality is the key to effective quality management. Given the exploratory analysis, a conceptual model of the determinants of e-service quality is proposed and discussed in the article, and directions for further research on QES are offered.