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    E-Services: Presented By-MOHAN - PAI

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    vishwasmallya
    The document discusses e-services, which refers to the use of information and communication technologies to provide services. It outlines the origins and benefits of e-services, including accessing larger customer bases and lowering costs. Components of e-services include service providers, receivers, and delivery channels. E-services are applied in e-business, e-commerce, and e-government. Costs, quality attributes, challenges, and steps for implementing e-services are also covered.

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    E-Services: Presented By-MOHAN - PAI

    Uploaded by

    vishwasmallya
    63 views14 pages
    The document discusses e-services, which refers to the use of information and communication technologies to provide services. It outlines the origins and benefits of e-services, including accessing larger customer bases and lowering costs. Components of e-services include service providers, receivers, and delivery channels. E-services are applied in e-business, e-commerce, and e-government. Costs, quality attributes, challenges, and steps for implementing e-services are also covered.

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    Mohan

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    The document discusses e-services, which refers to the use of information and communication technologies to provide services. It outlines the origins and benefits of e-services, including accessing larger customer bases and lowering costs. Components of e-services include service providers, receivers, and delivery channels. E-services are applied in e-business, e-commerce, and e-government. Costs, quality attributes, challenges, and steps for implementing e-services are also covered.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as PPT, PDF, TXT or read online from Scribd
    Download as ppt, pdf, or txt
    63 views14 pages

    E-Services: Presented By-MOHAN - PAI

    Uploaded by

    vishwasmallya
    The document discusses e-services, which refers to the use of information and communication technologies to provide services. It outlines the origins and benefits of e-services, including accessing larger customer bases and lowering costs. Components of e-services include service providers, receivers, and delivery channels. E-services are applied in e-business, e-commerce, and e-government. Costs, quality attributes, challenges, and steps for implementing e-services are also covered.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as PPT, PDF, TXT or read online from Scribd
    Download as ppt, pdf, or txt
    of 14

    E-SERVICES

    Presented By-MOHAN.PAI
    Origin of e-services
    The concept e-services is the short form for electronic
    services
    Its prominent application is the utilization of
    information & communication technologies in
    different areas
    Conceptual inception in the late 1980s in Europe
    Formal introduction by U.S Government in 1993
    Benefits of E-Services
    Accessing a greater customer base
    Broadening market reach
    Lowering of entry barrier to new markets and cost of
    acquiring new customers
    Alternative communication channel to customers
    Increasing services to customers
    Enhancing perceived company image
    Gaining competitive advantages
    Potential for increasing customer knowledge
    Components of e-services
    Service provider

    Service receiver

    Channel of service delivery


    Application area of e-services
    E-Business/E-commerce i.e.
    (business/NGOs/private sector)

    E-Government i.e. (citizens/business)


    Cost factors of E-Services
    Expense of setting up applications
    Maintaining applications
    Internet connection
    Hardware/software
    Security concerns
    Legal issues
    Training
    Rapid technology changes
    Layers of e-services architectural
    framework
    Data layer

    Processing layer

    Exchange layer

    Interaction layer

    Presentation layer
    Attributes of service quality model
    Reliability

    Responsiveness

    Assurance

    Tangibles

    Empathy
    Challenges of e-services
    Low penetration of information &communication
    technologies

    Fraud on the internet space

    Privacy due to emergence of spywares & security


    holes

    Intrusive characteristics of services


    Keywords of e-services
    Acceptance
    Accessibility
    Administrative literacy
    Benchmarking
    Digital divide
    Efficiency
    Security
    Stakeholder
    Usability
    Social & cultural implication of E-
    services
    Impact on individual privacy

    Impact on jobs & workplace

    Impact on social interaction

    Information security

    Impact on society
    Steps in implementing E-Services
     Relationship with users

     Characteristics of user community

     Interoperability needed

     Technical design

     Developing e-services application

     Place the system into market


    Traditional Marketing
    •Product based
    •Single-transaction based.
    •Short-term
    •Value for organisation - based on one product
    transaction
    •Value for customer - price paid for product
    •Outcome consumption
    Relationship Marketing
    •Customer-based
    •Develops over many transactions.
    •Long term
    •Value for organisation - ongoing revenue over the
    life time of the relationship.
    •Value for customer - value of total service
    including product and additional services.
    •Process consumption

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