Wolfinbarger and Gilly (2003, pp.  183) define e-service quality as “the beginning to the end of the transaction including information search, website navigation, order, customer service interactions, delivery, and satisfaction with the ordered product.”.
Wolfinbarger dan Gilly (2003, hal.183) mendefinisikan kualitas layanan elektronik bahwa "awal hingga akhir transaksi, termasuk pencarian informasi, navigasi website, pesanan, interaksi layanan pelanggan, pengiriman, dan kepuasan dengan produk yang dipesan."