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The overall performance of the websites were comparable, and of a high standard. Scottish Power was the only website performing distinctly more impressively than the rest. The scores for individual performances however, varied greatly across each dimension, and were not representative of the overall performances.
2. The questionnaire does not provide a comprehensive analysis of e-service quality.
Bases on these findings, the recommendations are as follows:
1. Four out of the five website should focus on improving components of the dimensions control and two-way communication. The fifth company, Scottish Power, should centre their attention on enhancing the responsiveness of their website in order to provide the best e-service quality possible.
2. A new scale should be created with the following five dimensions: Reliability, Responsiveness, Assurance, Empathy and Tangibles. TABLE OF CONTENT
1. Introduction..................................................................................................................1
1.1 Definition of e-Service …show more content…
Scottish Hydro had the worst website for control. The only option for enhancement according to the user’s preferences was to change to a low graphic version of the website.
Two-way Communication
Again, Scottish Power were the best performers, and this can be mainly attributed to the website encouraging visitors feedback on both the content and accessibility of the website, and offering an interactive, live help section where for customers. EDF performed the worst in this category as their website gave off the impression that it discouraged users’ feedback by referring them to the FAQ section several times in one page, before finally giving a contact email address. The remainder of the websites scored fairly similarly, as illustrated in Graph 3.1.
Responsiveness
This is the only dimension where Scottish Power performed poorly. This is due to a new browser window opening with every new link, which consumed more time than the other websites, and resulted in many windows being open at once, slowing down computer performance and unnecessarily cluttering the desktop. The rest of the websites performed fairly consistently, and all to a high
2. The questionnaire does not provide a comprehensive analysis of e-service quality.
Bases on these findings, the recommendations are as follows:
1. Four out of the five website should focus on improving components of the dimensions control and two-way communication. The fifth company, Scottish Power, should centre their attention on enhancing the responsiveness of their website in order to provide the best e-service quality possible.
2. A new scale should be created with the following five dimensions: Reliability, Responsiveness, Assurance, Empathy and Tangibles. TABLE OF CONTENT
1. Introduction..................................................................................................................1
1.1 Definition of e-Service …show more content…
Scottish Hydro had the worst website for control. The only option for enhancement according to the user’s preferences was to change to a low graphic version of the website.
Two-way Communication
Again, Scottish Power were the best performers, and this can be mainly attributed to the website encouraging visitors feedback on both the content and accessibility of the website, and offering an interactive, live help section where for customers. EDF performed the worst in this category as their website gave off the impression that it discouraged users’ feedback by referring them to the FAQ section several times in one page, before finally giving a contact email address. The remainder of the websites scored fairly similarly, as illustrated in Graph 3.1.
Responsiveness
This is the only dimension where Scottish Power performed poorly. This is due to a new browser window opening with every new link, which consumed more time than the other websites, and resulted in many windows being open at once, slowing down computer performance and unnecessarily cluttering the desktop. The rest of the websites performed fairly consistently, and all to a high