E-services views as an interactive, content-centered and Internet – Based customer services, driven by the customer and integrated with related organizational customer support processes and technologies with the goal of strengthening customer-service provider relationship. (Batagan, Pocovnicu and Capisizu, 2009)
E-service can be broadly views as an interactive information service, where services are provided or consumed using internet-based or electronic systems and where the service organization and customer(s) use the information gathered about each other to co-create a better service experience.(Kelleher & Peppard, 2010)