Using the SERVQUAL Model to Assess Service Quality and Students' Satisfaction (original) (raw)
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Measurement of e-services quality: an empirical study of University of Bahrain
Education and Information Technologies, 2018
In the last decade the Information Communication Technologies (ICTs) have significantly revolutionized the educational sector. With an increasing number of universities and its presence on the website, the e-service quality is becoming a vital concern toward satisfying the students who are the main stakeholder. E-service quality and e-satisfaction relationship is previously tested. However, the pervasiveness of internet use in education warrants measuring e-service quality a high importance. Therefore, this research aims at measuring the e-services quality and its impact on student e-satisfaction at University of Bahrain (UoB). Toward this aim, a research model was developed and tested. A questionnaire consisting 33 of Likert type items were distributed. Primary data were collected from 390 students. Regression analysis was used to determine if the quality of dimensions (website design, reliability, responsiveness, ease of use, and privacy) have an impact on students' e-satisfaction. The results show that all of the dimensions of e-services quality have an impact on student's e-satisfaction expect for the dimension of ease of use. Thus, according to the results of this research, there is insufficient evidence of the effect of ease of use directly on students' e-satisfaction. The contribution of this article relates to the fact that the proposed model integrates in a holistic way various relevant factors affecting e-service quality into a single model that can be adopted to measure the e-services at university. In addition, the researchers present some recommendations for UoB to apply e-services quality dimensions through websites, and some suggestions for future research.
2015
This research aims at measuring the quality of E-Services and its impact on student satisfaction at Jordanian universities. Toward this aim, a research model was developed and tested within the context of Jordanian universities. A questionnaire consisting of 40 (Likert) type items were distributed to a convenience sample of 755 respondents. Primary data were collected from 703 students with a response rate of 90.7%. SPSS package was used to determine if the quality of E-services dimensions (Website design, reliability, efficiency, responsiveness, ease of use, availability and privacy) has an impact on students' satisfaction. The results show that all of the E-services dimensions have an impact on students satisfaction expect for the dimension of ease of use. In addition, the researchers present some recommendations for universities to apply e-services quality dimensions through websites, and some suggestions for future research.
Organisations are interested in deploying Quality Function as an essential activity towards evaluating their web sites. Since, Quality Function Deployment (QFD) as a design technique primarily attempts to deliver the voice of the customers throughout every single planning and design activity, voice of the customer has been given importance in this research. In spite of the availability of many online service quality evaluation models in the research literature, majority have been reported by establishing it with the lack of proving coherence among the hypothesis testing model and underlying conceptual model. So in order to provide such referential adequacy especially at the level of matured research (as against academic research) a portal based online service quality instrument called WePoServQual has been proposed. WePoServQual Instrument is developed based on Parasuraman et al. (1988) Service Quality Model and tested for its consistency as well its measurement and evaluation capacity using an educational portal called EDUGATE of King Saud University, Riyadh in Saudi Arabia. For this purpose, an online survey has been posted to collect the customer service quality evaluation data. 48 subjects of customer responses are collected within King Saud University community, especially covering only the Deanships of College of Administrative Sciences and Computer Information Sciences, e-Transactions and
At the moment, the service delivery system of a university is not only tangible but also intangible. For a college to succeed in the long run, it must create services that satisfy the needs and wants of its users. The use of information technology in higher education applications has changed not only the nature of the service itself but also the process of service delivery to provide quality service in meeting the needs of students, creating value that will eventually create satisfaction. Thus e-service quality has a strong influence on customer perceived value, and there is also a positive relationship between customer perceived value and customer satisfaction. The purpose of this study is to determine the effect of e-service quality toward satisfaction through perceived value on web-based academic services. The analysis technique used in this research was path analysis. Confirmatory factor analysis techniques were used to test the instrument. The results showed that by confirmatory factor analysis, all the instruments used in this study were valid and reliable. The test shows a positive and significant effect of the variable of e-service quality on perceived value, e-service quality on student satisfaction, perceived value influence on student satisfaction, and e-service quality effect on student satisfaction through perceived value.
International Journal of e-Education, e-Business, e-Management and e-Learning
The CD-ERP model describes an approach to the collaborative development (CD) of information systems based on the framework of an Enterprise Resource Planning (ERP) system. This approach is proposed to solve the problem of IS development in Libyan Higher Education (LHE). This paper presents an assessment of IS performance at three Libyan Universities. The findings from these cases are analysed and discussed on the basis of selected models. This analysis indicates that the level of both the ISs implemented in LHE and the capability for in-house system development is low.
International Journal of Business and Social Research, 2017
To date, literature on e-service quality (E-SQ) has mainly been on conceptualisation and measurement issues within the e-retail environments. Empirical research on E-SQ and its consequences in 'pure' service context has not been forthcoming. In expanding knowledge in light of this, this study examined a modified E-SQ scale within a university's e-services setting. In addition, the linkages existing among E-SQ (in this 'pure' service environment) and satisfaction and e-service usage frequency was estimated using SEM in LISREL 8.5 by relying on questionnaire data collected from three hundred and eighteen students of Kwame Nkrumah University of Science and Technology (Ghana). Results obtained provide support for a modified 7-dimension E-SQ scale employed. Further, the results indicated that E-SQ only has a significant positive indirect effect on usage frequency through satisfaction. The implication of these results is that firms that provide higher quality of e-services are more likely to satisfy their customers, which would in turn influence their commitment to purchase and re-purchase intent. In the case of the current study, the implication is that, universities with quality e-services would have students finding their e-services to be satisfactory and consequently be consistent in the use of e-services to improve learning and administrative communication. E-services quality therefore has both financial implication for universities in terms of cutting administrative costs, and a ripple effect of students' perception of quality on the image and competitiveness of the university.
Perceived Service Quality in a University Web Portal: Revising the E-Qual Instrument
System Sciences, 2007. …, 2007
Online service quality is a much-studied concept. Despite this, dimensions that make up service quality, and the items used to measure those dimensions have proven unstable. It is widely suggested that service quality measurement scales need to be instantiated differently in different business domains. In addition, the nature of online services is continually changing. Universities have been at the forefront of this change, with university websites increasingly acting as a portal for a wide range of on-line transactions for a wide range of stakeholders. In this work-in-progress, qualitative study, we conduct focus groups with a range of stakeholders in university web portals with a view to adapting the e-qual instrument for use in a university web portal environment. We find support for a new service quality dimension, and for additional items in existing scales. We conclude by proposing a revised instrument that can form the basis for a more extensive quantitative study.
Assessing the quality of online services (website) of Tehran University
New Trends and Issues Proceedings on Humanities and Social Sciences, 2019
In this research, we investigate the alignment of e-business models and the quality of services in cyberspace, reviewing the quality of online services (University of Tehran website). This research is a case study and a survey that uses the 'Single-variable hypothesis test on the mean of a statistical population' to test research hypotheses. The sample consists of students from Tehran University. Using the Morgan table, the sample size was calculated to be 90 people. To be sure, 100 questionnaires were distributed. To fully confirm the validity of the questionnaire, the views of professors and experts have been used. The reliability of the research questionnaire was confirmed, too. This research offers one major hypothesis and five sub-hypotheses. The main hypothesis is about the quality of online services and the sub-hypotheses include the efficiency, reliability, accountability, commitment fulfillment and the privacy of online services (website) of the University of Tehran. All hypotheses were confirmed. In this research, according to the SERVQUAL model, five variables of efficiency, reliability, accountability, commitment fulfillment and privacy have been studied. Based on the hypotheses of the research and through the Kolmogorov-Smirnov test, the significance level of the variables was measured. Also, the mean of each of the variables of the research was assessed and measured, which revealed that the least amount was related to accountability and commitment fulfillment and the highest amount was related to the quality of services.
Journal of Applied Economics and Business Studies
The study is designed to assess the impact of Enterprise Resource Planning (ERP) systems on the performance perceived by users in Higher Education Institutions (HEIs) of Pakistan. This study sought to evaluate the effect of ERPs quality factors including Information Quality (IQ), System Quality (SQ) and Service Quality (SRQ) on User Performance (UP) towards system usage and the mediating role of Perceived Usefulness (PU), Perceived Ease of Use (PEOU) and User Satisfaction (US) between ERPs quality factors and UP. Consequently, a framework is proposed by integration of DeLone & McLean (D&M) Information Systems (IS) success model and Technology Acceptance Model (TAM) to address the research questions. The study used quantitative research methodology and data were collected from 317 employees from eight universities in Pakistan. Structural Equation Modelling (SEM) was performed using SmartPLS and the results indicated that SQ, IQ and SRQ has direct and positive effect on UP. Additional...
Business, Management and Education
Purpose – This study aims at exploring the impact of electronic services provided by the Syrian Virtual University (SVU) on student satisfaction. Besides, this study seeks to determine the dimensions of both electronic services and customer satisfaction at the SVU, and to what extent these dimensions may vary in accordance with different personal characteristics among students. Research methodology – A quantitative research method was adopted using an online questionnaire to collect data from students registering in different SVU programs. Findings – Overall, results were analysed using the SPSS: 18. The results indicated that the relationship between all electronic services dimensions and student satisfaction at the SVU were positively significant except for the bulk SMS dimension. Electronic service dimensions are also all applied throughout the SVU (SMS- Web Request- Facebook- email- Electronic library- Website- Learning Management System) respectively. Besides, results show that...