The Electronic Journal of Information Systems Evaluation provides critical perspectives on topics relevant to Information Systems Evaluation, with an emphasis on the organisational and management implications
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Journal Issue
Volume 11 Issue 3 / Nov 2008  pp109‑212

Editor: Dan Remenyi

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B2C e‑Commerce Success: a Test and Validation of a Revised Conceptual Model  pp109‑126

Irwin Brown, Ruwanga Jayakody

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Important Issues for Evaluating Inter‑Organizational Data Integration Configurations  pp127‑138

Frank G. Goethals

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Theory, Method and Tools for Evaluation Using a Systems‑based Approach  pp139‑154

Päivi Jokela, Peter Karlsudd, Martin Östlund

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Evaluating Service Quality Dimensions within e‑Commerce SMEs  pp155‑170

Graham D. April, Shaun Pather

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Abstract

With the continued growing investment in WWW technologies by e‑Commerce businesses the measurement of Information Systems (IS) effectiveness in this business sector has become increasingly important over the last decade. As business users, especially in the SME sector, have become reliant on outsourced IS service providers for a wide range of services, the quality of service rendered by the latter is an important issue which impacts on IS effectiveness. Researchers have since the 1990s recognised the importance of service quality as a measure of IS performance. The literature suggests that IS service delivery to e‑Commerce businesses needs to be evaluated differently to that of traditional brick‑and‑mortar businesses. There is however a paucity of research regarding IS evaluation in e‑Commerce environments, including that of the application of service quality principles. It is thus difficult for managers of IS service providers in this context to develop a complete picture of the effectiveness of the IS they deliver. This paper reports on a study which investigated whether IS service quality criteria and dimensions applied in large brick‑ and‑mortar organisations, are also applicable to SME e‑Commerce businesses in the tourism sector in South Africa. In pursuit of this objective an IS‑adapted SERVQUAL instrument was tested in an e‑Commerce SME environment. The research results indicate that, although SERVQUAL principles are applicable to the e‑Commerce SME context, the service quality dimensionality is different. The research derived four new dimensions for service quality expectations of e‑ Commerce SMEs viz., Credibility, Expertise, Availability and Supportiveness. A fifth dimension is the Tangibles dimension, which is retained from SERVQUAL. Furthermore the results indicate that the Credibility dimension was the most important dimension in this research context, while the Tangibles dimension was the least important. 

 

Keywords: information systems, evaluation, e-commerce, WWW, service-quality, SME, SERVQUAL, IS outsourcing

 

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Use and Impact of ICT on SMEs in Oman  pp171‑184

Rafi Ashrafi, Muhammed Murtaza

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The Project Objectives Measurement Model (POMM): an Alternative View to Information Systems Project Measurement  pp185‑200

Corlane Barclay, Kweku-Muata Osei-Bryson

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Economic Desirability and Traceability of Complex Products  pp201‑212

Mordechai Ben-Menachem, Ilanit Gavious

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