Information Services in E-Service PART I

Information Services in E-Service PART I

Electronic Services (E-Services) is one of the leading applications that utilize Information and Communication Technology (ICT) in different areas. However, the exact definition of electronic services is hard to come by some researchers who have used different definitions to describe electronic services. Although these definitions differ, it can be said that they all agree on the role of technology in facilitating services that make them more than electronic services. According to Rowley (2006), electronic services are defined as: “… actions, efforts or performances whose delivery is mediated by information technology. Such electronic services include elements of e-tailingsing services, customer support, and service”. This definition reflects three main components- service providers, service providers and service channels (i.e., technology). For example, as concerned for public electronic services, public bodies are service providers and citizens as well as service recipient businesses. Service channels are the third requirement of electronic services. The Internet is the primary conduit of electronic delivery services while other classic channels are also considered (e.g. telephones, call centres, public kiosks, mobile phones, televisions). Electronic services provide a fundamental interface for society’s growing interaction with web-based economic, political, and educational institutions and are at the forefront of the delivery and collection of information that impacts various aspects of society. There are a number of benefits to electronic services, some of which: Accessing a larger customer base, expanding market reach, lowering barriers to entry to new markets and the cost of gaining new customers, alternative channels of communication to customers, improving customer service, improving the company’s image, gaining a competitive advantage, and the potential for increased customer knowledge.

References:

Pratiwi, Yuliatina. et al. (2014). Implementation of E-Service in Public Organizations in the Field of Educational Services. Volume 1, Issue 1, Pages 206-214

Zericka, M. Dhenda. (2013). Application of Electronic Service in Information Development in Kutai Kartanegara Regency. Volume 1, Issue 1, Pages 345-361.