Assessment of Electronic Service Applications' Practice: Domains Perspective

Traditionally, electronic services have been considered in two domains, using information technology for interaction and the actual service deliver via the electronic channels. Newly, three constructs have been identified, namely, transform, informate and automate. Based on these concepts, the e-service applications are classified and then the usage of each application is evaluated. Afterward, the geomean of each domain is analyzed to figure out the customers' attitude towards these three domains. In this regards, a survey has been conducted among the 155 e-service users. The results reveal users are more using the e-services which provide them with higher levels of information on service, product and processes.