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Abstract
This study examines seven dimensions pertinent to e-service quality using 225 respondents conducted in Klang Valley. Results reveal that the efficiency of e-service quality mainly depends on the consumer's perception of the efficiency (which offers speedy and reliable responses) and trustworthiness of the e-service provider (which offers assurance of protection, security of the users' identity and personal information), and is not reliant on offers of convenience and personalization. Other than formulating policies and operating procedures based on customer needs, Websites should be well organized with succinct up-to-date, in-depth information and instruction because these are physical evidence of efficiency and trustworthiness.
Notes
1. The overriding reason for preferring the conventional mode is the human factor, that is, the ability to interact face-to-face with a person. Interacting with service personnel personally is perceived as more efficient because of the ability to convey needs better because one is able to ask questions and respond immediately when more information is required. Further, personally confronting the service provider prompts faster action as compared to online customer services where some respondents note that online customer services do not provide feedback most of the time. Results in table form are available upon request.