文章基本信息

标题：Determination Of Users Satisfaction Level Regarding The Quality Of E-services Provided By “bogdan-vodĂ” University
本地全文：下载
作者：Sidonia Otilia Cernea ; “Bogdan Vodă” University of Cluj-Napoca Janetta Sîrbu ; “Bogdan Vodă” University of Cluj-Napoca Nicolae Marginean 等
期刊名称：Annales Universitatis Apulensis : Series Oeconomica
印刷版ISSN：1454-9409
出版年度：2009
卷号：2
期号：11
出版社：“1 Decembrie 1918” University of Alba Iulia
摘要：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 Vod.” 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 Vod.” 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.
关键词：quality; e-services; expectations; perceptions; users; dimensions; indicators.e