Section-D 29th December, 2011 A research has been conducted on service-quality of e-services 3 different types of e-services has been

en considered for the study which are a service for the creation and maintenance of personal homepages (pure service offer), a sports coverage service (content offer) and an online shop for electronic equipment (supporting service). Nine dimensions of service quality have been derived as a final result of the study. There were thirty six items which were divided into these nine dimensions. The nine dimensions are graphic quality (GQ), technical quality (TQ), ease of use (EOU), reliability (REL), functional benefit (FB), clarity of layout (COL), emotional benefit (EB), information quality (IQ) and attractiveness of selection (AOS). The list of the thirty six items is below 1. Text is always displayed legibly. 2. Using XYZ invites the customer to stay. 3. Using XYZ is fun. 4. Using XYZ is enjoyable. 5. Symbols/icons are readily identifiable. 6. XYZ serves its purpose very well. 7. XYZ delivers services at the time promised. 8. Information provided is up-to-date. 9. Pictures/images are always displayed properly. 10. XYZ offers easy navigation. 11. Service performance of XYZ is absolutely reliable. 12. XYZ is an easy way to do the work than doing it through physical (offline) means. 13. The graphic representation is appealing. 14. Information provided is easy to understand. 15. With XYZ, log-in and log-out are simple. 16. It does not take much time to learn the handling of XYZ. 17. Colors are used in a pleasant way. 18. XYZ is more convenient than other options for doing the job. 19. XYZ is always up and running. 20. XYZ offers something that other providers do not have. 21. Data transfer is stable. 22. Accounts are kept accurately. 23. XYZ offers a wide range of options. 24. Service performance of XYZ is as desired. 25. The website design enables the user to find important things at first sight. 26. Pages load properly. 27. XYZ offers a complete selection of items. 28. XYZ provides all the information necessary. 29. XYZ directs the customer step by step. 30. When using XYZ, the customer has full control at all times. 31. Only a few clicks are needed in order to place an order.

32. Information provided is accurate. 33. Data transfer is secure. 34. Everything is clearly arranged. 35. Pages load quickly. 36. The layout provides a clear structure. Match the items with the dimensions in the following table Items 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36 Dimensions

Solution

Items 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36

Dimensions GQ EB EB EB GQ FB REL IQ GQ EOU REL FB GQ IQ EOU EOU GQ FB TQ AOS TQ REL AOS REL COL TQ AOS IQ EOU EOU EOU IQ TQ COL TQ COL

Section-K 29th December, 2011 A research was conducted for determining the service quality of the e-services the different types of services considered for the study were websites selling CDs and books as well as websites for airlines and hotel reservations. Twelve dimensions of service quality have been derived as a final result of the study. There were thirty six items which were divided into these twelve dimensions. The twelve dimensions are consistent image (CI), relative advantage (RA), emotional appeal (EA), innovativeness (INN), on-line completeness (OLC), visual appeal (VA), ease of understanding (EOU), intuitive operations (IO), tailored communications (TC), response time (RT), trust (TRU) and information quality (IQ). The list of the thirty six items is below 1. The information on the Web site is effective. 2. The text on the Web site is easy to read. 3. I feel happy when I use the Web site. 4. I feel safe in my transactions with the Web site. 5. The Web site labels are easy to understand. 6. Learning to operate the Web site is easy for me. 7. I find the Web site easy to use. 8. The Web site design is unique. 9. The display pages within the Web site are easy to read. 10. The Web site adequately meets my information needs. 11. It would be easy for me to become skillful at using the Web site. 12. I feel cheerful when I use the Web site. 13. I feel sociable when I use the Web site. 14. I trust the Web site to keep my personal information safe. 15. Most business processes can be completed via the Web site. 16. The Web site is innovative. 17. The Web site is creative. 18. The Web site displays pleasing design. 19. The Web site allows transactions on-line. 20. The information on the Web site is pretty much what I need to carry out my tasks. 21. The Web site is good to look at. 22. It is easier to use the Web site to complete my business with the company than it is to telephone, fax, or mail a representative. 23. All my business with the company can be completed via the Web site. 24. I trust the Web site administrators will not misuse my personal information. 25. The Web sites image matches that of the company. 26. The Web site loads quickly. 27. The Web site is easier to use then calling an organizational representative agent on the phone. 28. There is very little waiting time between my actions and the Web sites response. 29. The Web site projects an image consistent with the companys image. 30. The Web site allows me to interact with it to receive customized information. 31. The Web site takes long to load.

32. The Web site is visually appealing. 33. I can interact with the Web site to get information tailored to my specific needs. 34. The Web site has interactive features, which help me accomplish my task. 35. The Web site is an alternative to calling customer service or sales. 36. The Web site image fits with its reputation. Match the items with the dimensions in the following table Items 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36 Dimensions

Solution

Items 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36

Dimensions IQ EOU EA TRU EOU IO IO INN EOU IQ IO EA EA TRU OLC INN INN VA OLC IQ VA RA OLC TRU CI RT RA RT CI TC RT VA TC TC RA CI