The main goal of the rsource-based view is to explain the prerequisites for obtaining and sustaining a competitive advantage. how the capabilities related to the resource-based view are influencing experience, satisfaction and loyalty of internal users of E-services is not a researched topic. therefore we undertook our research to determine this influence. we found that a positive relationship exists between ICT capabilities and experience. experience is mediating the effect from ICT capabilities on satisfaction and loyalty. capabilities related to business issues have a stronger effect on ICT capabilities than capabilities related to the ICT issues.