篇名 | Service Quality and User Satisfaction Measurement of the Campus Website |
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卷期 | 3:2 |
作者 | Yeong-Fu Lou 、 Fei-Jing Tseng 、 Tsun-Lin Lee |
頁次 | 019-029 |
關鍵字 | service quality 、 satisfaction 、 website service |
出刊日期 | 200903 |
Since the birth of the Internet, more and more organizations are using websites to provide direct service or at least information. Due to the huge expenditure on building the websites, directors of the organizations became more concerned with the efficiency on the websites investment. Clearly there has been a profound interest and increasing need to develop tools for the assessment of the website service quality and users’ satisfaction. Although it is well developed for measuring the service quality of the traditional services industry, research on user evaluation of website service quality is still in its early stages. The paper focuses on the measurement of the service quality and satisfaction of the campus website, which enable students to select courses, instructors to input students’ grades, and staff to operate routine administrative processes.
This study identified seven key dimensions of website service quality of the campus by the literature survey and the informal interview of the experts. The derived dimensions are reliability, ease of use, privacy/security, responsiveness, information quality, tangibles and site aesthetics. After a discussion of the operationalization of the service quality construct, the procedure used in modifying, collecting and analyzing data is described. Implications for practice and research are then explored in the last section of the study.