An exploration of consumer evaluation of e-service quality: the case of the University of Dar es Salaam Library E-Services

For providers of e-services, quality assessment is a long-term comprehensive measurement. The increasing number of higher learning institutions makes the e-service quality a minimum qualification to compete in service provision. As a result e-service quality has become even more critical for an organization in fulfillment of its mission and vision in the digital age. Thus, there is a need to develop a better understanding of how consumers evaluate the quality of e-services. This Study focuses on factor affecting consumer evaluation of e-service quality vis-a-vis theories about information systems, and consumer characteristics. Research data was collected from the University of Dar es Salaam main campus. The study was based on a sample size of 150 respondents out of 200 questionnaires that were distributed. Cronbanch alpha was used to check for reliability of the data while Chi-square test was performed during data analysis. It is concluded that consumer evaluation of e-service quality is affected by system quality, information quality, service quality and consumer characteristics. It was recommended that consumer evaluation of e-service quality is important for success of e-service technology deployed in an organization and for attainment of an organization mission and vision. Thus, organizations should strive to understand the consumers and their technological needs because the success of the implementation of the e-services deployed in the organizations depends much on the consumers.