We assert that an effective performance measure of web service should include both technical and business aspects and consider a web service as a business service delivered through various channels. In this research, we integrate technical measures of service performance with established measures for evaluating service quality in a business. This integrated view of web service performance is lacking in extant knowledge and is critically needed to evaluate the overall quality and performance of business environment where information services are delivered through web services.
Nath, Anupam K. and Singh, Rahul, "Evaluating the Performance and Quality of Web Services in Electronic Marketplace" (2009). AMCIS 2009 Proceedings. 684.