DETERMINATION OF USERS SATISFACTION LEVEL REGARDING THE QUALITY OF E-SERVICES PROVIDED BY “BOGDAN-VODÆUNIVERSITY

Sidonia Otilia Cernea, Janetta Sîrbu and Nicolae Mărginean

Annales Universitatis Apulensis Series Oeconomica, 2009, vol. 2, issue 11, 5

Abstract: The results of researches present in the specialized literature emphasize that the 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 „Bogdan ă†University from an attitudinal perspective, based on 5 indicators of the services quality dimensions (tangibles, reliability, responsiveness, assurance and empathy). The study was performed to establish the quality of the e-services provided by the university and whether these services influence the university image. Two basic, but well structured questionnaires were used in conducting this study: the first reflects the subjects' expectations and the second conveys their perceptions. Assuming that the most motivated evaluators of the quality of the e-services provided by the university are its own students, it has been chosen a sample of 70 „Bogdan Vodă†University juniors. The indicators interpretation is made according to their values: 0 meaning the satisfactory level of the e-services and dimensions quality, the positive values indicating a higher than expected service quality while the negative values translate into lower than expected service quality.

Keywords: quality; e-services; expectations; perceptions; users; dimensions; indicators. (search for similar items in EconPapers)
JEL-codes: L15 L86 M15 (search for similar items in EconPapers)
Date: 2009
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Persistent link: https://EconPapers.repec.org/RePEc:alu:journl:v:2:y:2009:i:11:p:5

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