This paper examines the factor s that determine the acceptance and satisfaction for Web self -service for IT-problems. A case study has been conducted to gain more insights in the acceptance and customer satisfaction of Web self -service within a financial organization in the Netherlands. In the stream of automation innovations Web self -service plays an important role. The Web-based self -service technologies are expected to facilitate an improvement in customer satisfaction for the organization and at the same time redu ce operating costs. However, despite the benefits of the web self-service for the organization, users do not have to perceive self-service technologies as favorable for themselves. For the business organizations it is not clear what factors contribute to a successful acceptan ce of Web self-service for the purpose of improving end-user satisfaction. This study integrates e -service quality aspects, (SERVQUAL) customer satisfaction and the Technology Acceptance Model into a new conceptual model. The relevant hypotheses are tested by survey data collected from 149 respondents of a financial organization. The results indicate that the most important factor for the end-users acceptance is how well the web self -service is perceived to be useful and easy to use. This perception, in it s turn, is influenced by a degree and impact the e -services quality aspects have on the overall customer’s satisfaction. The more the end -user is satisfied the more he feels the services are useful. The proposed model explained 29.9% of the variance in behavioral intention to use Web self-service.