An empirical study of factors affecting e-service satisfaction

E-service is the integration of business processes, policies, procedures, tools, technologies, and human efforts to facilitate both assisted and unassisted customer services in using the Internet and other networks. To examine factors affecting user satisfaction with e-services, a survey was conducted using a questionnaire. The questionnaire was based partially on existing studies, and was validated by a panel of researchers and industry experts. More than 700 usable responses to the questionnaire were collected and analyzed. The results showed that user satisfaction with e-services is correlated with perceived convenience, users' skills and experiences, and perceived security.