It will be beneficial to discover the solutions to reduce failures in service quality and fill the gap between what is perceived by the customers and the managers’ view through in depth qualitative inquiry. The solution will include the integration of internal functional departments and external integrations of channel supervisors. Nowadays, called customer relationship management (CRM) and supply chain management have become the main factors. As the users become more mature, they know exactly what they expect to be e-service quality factors. Many industries will improve their web service standards. Therefore, future research could use the ‘expectation dis-confirmation paradigm’ to calculate service quality and customer satisfaction.