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Keywords
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e-Security, Customer, Dimension, Perception, Expectation, Gap, e-SecQual
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Abstract
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While literature review indicates that ServQual has been widely used as an effective approach for measuring service quality and e-service quality, e-security as an important dimension of e-quality, in turn, includes different sub-dimensions and the ServQual approach could be developed to measure e-security quality. In this paper, literature has been reviewed related to e-security dimensions and a new approach has been proposed for measuring the quality of e-security, entitled e-SecQual. An example has been presented to explain how the proposed approach is applied.
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