Electronic business is the cutting edge for today’s business. The introduction of Internet has created many business opportunities in the area of electronic business. Nowadays, more and more businesses are refining their old business models with the aid of Internet technology. Therefore, the number and variety of firms and organizations, which create business opportunities on the Internet is increasing. Since customers are getting more and more demanding, it is essential for business organizations to provide excellent electronic service (e-service) for their customers in order to retain them. To satisfy and hence retain customers, business organizations should continuously evaluate and improve the electronic service quality. In recent years, the domain of online job recruitment is unde...[ Read more ]

Electronic business is the cutting edge for today’s business. The introduction of Internet has created many business opportunities in the area of electronic business. Nowadays, more and more businesses are refining their old business models with the aid of Internet technology. Therefore, the number and variety of firms and organizations, which create business opportunities on the Internet is increasing. Since customers are getting more and more demanding, it is essential for business organizations to provide excellent electronic service (e-service) for their customers in order to retain them. To satisfy and hence retain customers, business organizations should continuously evaluate and improve the electronic service quality. In recent years, the domain of online job recruitment is undergoing considerable growth. Therefore, in this study, the service quality in the job recruitment websites is investigated. The first objective is to propose an e-service evaluation tool that assists recruitment companies in quantifying their current service quality level in different aspects from the job seekers’ point of view. Based on the analytical results of the evaluation tool, recruitment websites can effectively improve or maintain the service quality level in the corresponding areas. The second objective is to investigate customer behaviour in the aspects of performance time and mental workload in relation to e-service quality. Based on the analytical results, some guidelines in the aspects of mental workload and performance time for improving e-service quality are proposed to recruitment websites. It is believed that these guidelines are of most important to recruitment companies.