E-Service Quality: A Paradigm for Competitive Success of E-Commerce Entrepreneurs

As today’s products and services are radically shifted to digital form and delivered through the Internet, the most visible and explosive information technology tool. Additionally, the emphasis on building and retaining customer relationships are the key to a competitive success in e-commerce, which depends on providing effective e-service quality. The overall aim of the research is to present a framework for investigating the critical factors of e-service quality in gaining the competitive success of e-commerce entrepreneurs. The study focuses on the e-service quality dimensions in successfully establishing e-commerce ventures. Consequently, success is measured in terms of growth rate. The following factors selected from previous studies on e-service quality linked to successful e-commerce entrepreneurs are proposed: content, accessibility, ease of use, reliability, responsiveness, and security. Additionally, the factor linked specifically to e-service domain enhancing automatic tasks such as self-service technology is examined. The study can generate different views on the e-service quality paradigms associating with the competitive success of the e-commerce entrepreneurs