2 ANTECEDENCES
A few previous literatures have studied the issue of
online e-Service quality from a multi-industry
perspective, or have collected data across several
industry sectors. According to review of 19
literatures, we discovered overall web site quality is
the most frequent antecedent across general
e-Service/ e-retail industry (Kim et al., 2002; Palmer,
2002), online banking/ financial services industry
(Chen and Hitt, 2002; Montoya-Weiss et al., 2003;
Jayawardhena, 2004), travel industry (Harris and
Goode, 2004), books industry (Gefen, 2002) and
health industry (Van Riel et al., 2001) . The second
frequent antecedent is trustworthiness or assurance
across four industries of online banking services
industry (Balasubramanian et al.,2003;
Jayawardhena, 2004), travel industry (Harris and
Goode, 2004), books industry (Gefen, 2002; Lee, G.
G. & Lin H. F., 2005; Lin, H. F., 2007) and health
industry (Viitanen et al., 2003).
We examined general e-Service industry, online
banking services industry, travel industry and books
industry, and found that security of environmental
risk is a antecedence variable of general e-Service/
e-retail industry (Kim et al., 2002; Zhang, X. &
Prybutok, V. R., 2005), online banking industry
(Balasubramanian et al., 2003; Montoya-Weiss et al.
2003), books industry (Gefen, 2002) and in health
industry (Viitanen et al., 2003). In addition to that,
we also found content or information is the
predicator of e-Service quality across industries of
e-retail industry (Kim et al., 2002; Palmer, 2002;
Janda, S., Trocchia, P. J. and Gwinner, K. P., 2002;
Liao, C., Palvia, P. and Lin H. N., 2006), online
banking industry (Montoya-Weiss et al., 2003) and
books industry (Lin, H. F., 2007). Furthermore,
personalization, customization or interactivity were
predicator across e-retail industry (Palmer, 2002),
online banking industry (Chen and Hitt, 2002;
Jayawardhena, 2004), travel industry (Van Riel et
al., 2003) and books industry (Lin, H. F., 2007). But
technical quality or technical adequacy viewed as
antecedent only in e-retail industry (Choi et al.,
2004; Kim et al., 2002; Liao, C., Palvia, P. and Lin
H. N., 2006) and health industry (Viitanen et al.,
2003).
We found accessibility or e-Service convenience
used as independent variable in studies of e-retail
industry (Zhang, X. & Prybutok, V. R., 2005), online
banking industry (Jayawardhena, 2004) and travel
industry (Van Riel et al., 2003). Fulfillment or
reliability is the antecedent across travel industry
(Van Riel et al., 2003) and books industry (Gefen,
2002; Lee, G. G. & Lin H. F., 2005), functional
quality is the antecedent across e-retail industry
(Choi et al., 2004; Kim et al., 2002) and health
industry (Van Riel et al., 2001), and security or
privacy is the antecedent across e-retail industry
(Kim et al., 2002; Janda, S., Trocchia, P. J. and
Gwinner, K. P., 2002) and books industry (Lin, H.
F., 2007).
For banking and travel industry, aesthetic appeal is
the driver of e-Service quality (Montoya-Weiss et
al., 2003; Van Riel et al., 2003), and comparative
prices is also the driver across e-retail industry (Choi
et al., 2004) and banking industry (Balasubramanian
et al., 2003). Download speed became the
antecedences across e-retail industry (Palmer, 2002)
and travel industry (Van Riel et al., 2003).
Usefulness is significant driver in books industry
(Koufaris, 2002), health industry (Viitanen et al.,
2003). And on time delivery became the significant
driver in books industry (Gefen, 2002) and health
industry (Viitanen et al., 2003). Online banking
industry and travel industry studies used navigation
as antecedent (Montoya-Weiss et al., 2003; Van Riel
et al., 2003). Product quality viewed as predicator in
e-retail industry (Choi et al., 2004) and travel
industry (Clemons et al., 2002), responsiveness used
as predicator in books industry (Lee, G. G. & Lin H.
F., 2005; Lin, H. F., 2007). However, web site
design is significant association with dependent
variables only in books industry (Lee, G. G. & Lin
H. F., 2005; Lin, H. F. 2007).
3 CONSEQUENCES
We found satisfaction is the most major consequent
variables in the previous studies across general
e-Service/ e-retail industry (Kim et al, 2002; Palmer,
2002; Janda, S., Trocchia, P. J. and Gwinner, K. P.,
2002; Zhang, X. & Prybutok, V. R., 2005), online
banking/ financial services industry
(Balasubramanian et al. ,2003; Montoya-Weiss et al.,
2003);), travel industry (Van Riel et al. ,2003; Harris
and Goode, 2004), books industry (Lee, G. G. & Lin
H. F., 2005; Lin, H. F., 2007) and health industry
(Van Riel et al., 2001; Viitanen et al., 2003). And the
second major consequences is customer loyalty
across four industries including general e-Service/
e-retail industry (Kim et al. ,2002; Palmer ,2002),
travel industry (Van Riel et al. ,2003; Harris and
Goode ,2004), books industry (Gefen, 2002;
Koufaris, 2002) and health industry (Van Riel et al..
2001; Viitanen et al., 2003). Next consequent
variable is quality or e-Service quality studied in
ICE-B 2008 - International Conference on e-Business
444