E-Services: Presented By-MOHAN - PAI
E-Services: Presented By-MOHAN - PAI
E-Services: Presented By-MOHAN - PAI
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
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
Information security
Impact on society
Steps in implementing E-Services
Relationship with users
Interoperability needed
Technical design