Elevating Excellence - The Nexus of E-Service Quality Approaches Organizational Quality and Project Management

Abstract

With the advent of the internet, information technology has significantly transformed the global economy, particularly the service delivery sector. This study explores the impact of e-service quality on organizational performance and project management. E-services encompass both back-end systems, where employees interact with IT, and front-end systems, where customers engage via the internet or phone. The quality of these services is critical, influenced by factors such as reliability, responsiveness, website design, and security. This research examines how traditional organizations can transition to e-service delivery while maintaining high-quality standards and managing associated risks. Interviews were conducted with six organizations to gather qualitative data on e-service implementation and its effects on organizational structure. The findings highlight the importance of interoperability, customer technology readiness, and legal compliance in enhancing e-service quality. Additionally, the study identifies critical success factors and key deficiency factors in e-service project management. The results underscore the need for a structured framework for quality and risk management in e-services to ensure organizational success and customer satisfaction.