Abstract

Computer applications, termed e-services, are being developed to offer efficient access to services, by electronic means. Quality of e-service is one of the major aspects that play a key role in the success or failure of online organizations. It improves the competitive advantages and mends the relations with clients and increases their gratifications. E-services are becoming progressively pervasive, and this development has been supplemented by augmented professional interest in measuring and handling online service quality. This interest is also echoed in a large number of academic studies. In spite of this, there is a slight agreement about the dimensions and antecedents of perceived e-service quality. Assessing e-service quality come to be industry or context dependent in which, it may raise problems to create a global measure. To tackle this issue, several website quality models have been established, with a congruently huge literature. This paper provides a review of this literature as well as recommends a new vision to develop measurement scales for e-service quality based on artificial intelligent technique.

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