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Determination Of Users Satisfaction Level Regarding The Quality Of E-Services Provided By €Œbogdan-Voda†University


  • Sidonia Otilia Cernea

    (Bogdan Voda University of Cluj-Napoca)

  • Janetta Sirbu

    (Bogdan Voda University of Cluj-Napoca)

  • Nicolae Mărginean

    (Bogdan Voda University of Cluj-Napoca)


The 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.

Suggested Citation

  • Sidonia Otilia Cernea & Janetta Sirbu & Nicolae Mărginean, 2009. "Determination Of Users Satisfaction Level Regarding The Quality Of E-Services Provided By €Œbogdan-Voda†University," Annales Universitatis Apulensis Series Oeconomica, Faculty of Sciences, "1 Decembrie 1918" University, Alba Iulia, vol. 2(11), pages 1-5.
  • Handle: RePEc:alu:journl:v:2:y:2009:i:11:p:5

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    quality; e-services; expectations; perceptions; users; dimensions; indicators.;

    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; Personnel Economics - - Business Administration - - - IT Management


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