Designing kano-based e-service quality model to improve user satisfaction

Abstract

E-service utilizing internet as a mean to interact and deliver services to users. The use of internet in e-service leads to increasing demands toward e-service providers. E-service providers are required to provide high-quality e-services and ensure that users get the best experience when using e-service. This study utilized Kano method to identify the impact of factors on the quality of e-services. Many studies suggested that Kano model is a better method to capture user needs. This study generated e-service quality measurement model. This model can be used by e-service provider as a tool to measure current e-service quality and as a guidance in developing a better e-service.