Determination Of Users Satisfaction Level Regarding The Quality Of E-Services Provided By Â€Œbogdan-Vodaâ€ University
AbstractThe results of researches present in the specialized literature emphasize thatthe evaluation of both e-services and traditional services is based on the customers’individual experiences.This paper presents a study conducted for evaluating the e-services provided by BogdanVoda University from an attitudinal perspective, based on 5 indicators of the servicesquality dimensions (tangibles, reliability, responsiveness, assurance and empathy).The study was performed to establish the quality of the e-services provided by theuniversity and whether these services influence the university image. Two basic, but wellstructured questionnaires were used in conducting this study: the first reflects thesubjects’ expectations and the second conveys their perceptions. Assuming that the mostmotivated evaluators of the quality of the e-services provided by the university are itsown students, it has been chosen a sample of 70 Bogdan Voda University juniors.The indicators interpretation is made according to their values: 0 meaning thesatisfactory level of the e-services and dimensions quality, the positive values indicatinga higher than expected service quality while the negative values translate into lower thanexpected service quality.
Download InfoIf you experience problems downloading a file, check if you have the proper application to view it first. In case of further problems read the IDEAS help page. Note that these files are not on the IDEAS site. Please be patient as the files may be large.
Bibliographic InfoArticle provided by Faculty of Sciences, "1 Decembrie 1918" University, Alba Iulia in its journal Annales Universitatis Apulensis Series Oeconomica.
Volume (Year): 2 (2009)
Issue (Month): 11 ()
Contact details of provider:
quality; e-services; expectations; perceptions; users; dimensions; indicators.;
Find related papers by JEL classification:
- L15 - Industrial Organization - - Market Structure, Firm Strategy, and Market Performance - - - Information and Product Quality
- L86 - Industrial Organization - - Industry Studies: Services - - - Information and Internet Services; Computer Software
- M15 - Business Administration and Business Economics; Marketing; Accounting - - Business Administration - - - IT Management
You can help add them by filling out this form.
reading list or among the top items on IDEAS.Access and download statisticsgeneral information about how to correct material in RePEc.
For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: (Dan-Constantin Danuletiu).
If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.
If references are entirely missing, you can add them using this form.
If the full references list an item that is present in RePEc, but the system did not link to it, you can help with this form.
If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your profile, as there may be some citations waiting for confirmation.
Please note that corrections may take a couple of weeks to filter through the various RePEc services.