Determinants of e-service quality in the context of postal operators

Abstract

This paper aims to describe the factors that explain the electronic service quality in the case of the postal operators sector and how this affects customer satisfaction. In an increasingly competitive environment, postal operators, such as the Post Office Company in Spain, need to know the determinants of the success of their online distribution channels. Using data from 415 answers of Correos.es website clients and a confirmatory factor analysis, the dimensions of the quality of electronic services in this context and its effect on online satisfaction were determined.