Literature Review Existing literature on the quality of service (QoS) for web services revolve around a number of themes. These topical themes constituted the basis for the organisation of this review. First theme is the concept or idea of quality of service that covers what is quality of service and its development in the context of web services and the application or process of using quality of service in web services. Second theme covers the importance of quality of service in web services by identifying reasons or justifications for the engagement in quality of service. Third theme covers the issues faced by firms engaging in quality of service and the problems experienced by end-users of web services integrated with quality of service. Fourth theme is the measures and the processes of assessing web service quality through quality of service. Literature relevant to the study provides a framework for the study and identifies areas requiring further investigation. Quality of Service (QoS) for Web Services O’Sullivan, Edmond and Hofstede (2002) explained that web services are like other types of services having inadequate standards for use in providing an accurate description of the various facets of the service. Service standards are important because these are the factors used by service consumers as bases for actual purchasing decisions. Without sufficient service standards, consumers interested in engaging web services find it difficult to derive the information they need in making the decision because there is no clear means of comparing alternative service providers, alternative networking systems, and benefits to users. In this service environment, web service quality and web customer satisfaction are difficult to measure.
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