Identification and quantification of influent factors in perceived quality of the e-service provided by a university
Identification and quantification of influent factors in perceived quality of the e-service provided by a university
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大学提供的电子服务感知质量影响因素的识别和量化
DOI：
10.1108/bpmj-07-2015-0100
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发表时间：
2016
影响因子：
4.1
通讯作者：
G. Pereira
中科院分区：
文献类型：
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作者：
Liziane Silva Menezes;M. Sellitto;Tatiane Pereira Librelato;M. Borchardt;G. Pereira
目的-本文的目的是开发一个多项目量表来衡量大学提供的电子服务的感知质量。设计/方法/方法-作者使用了两步方法：定性部分确定电子服务的相关维度和指标，数字调查评估252个用户的偏好和评价，关于电子服务质量指标，以及对整体电子服务的全球满意度。多变量和结构技术有助于提取改善感知质量的指导方针。研究结果：作者通过因子分析改进了量表，剩下5个维度和15个项目。这五个维度是：信任、便利、响应、共情和个性化。研究发现，信任、反应性和共情与电子服务整体满意度直接相关，且呈0.01水平。研究局限性/影响-具体结果不能推广到其他大学，但是…
Purpose – The purpose of this paper is to develop a multiple item scale for measuring perceived quality in e-service provided by a university. Design/methodology/approach – The authors used a two-step methodology: a qualitative part to identify relevant dimensions and indicators in e-service and a numerical survey to assess preferences and evaluations of 252 users, regarding indicators of e-service quality, as well as a global degree of satisfaction with the overall e-service. Multivariate and structural techniques helped extracting guidelines for improving perceived quality. Findings – The authors refined a scale by factor analysis, remaining five dimensions and 15 items. The five dimensions are: trust, convenience, responsivity, empathy and personalization. The authors found out that trust, responsivity and empathy, at a 0.01 level, are directly related with the overall satisfaction with e-service. Research limitations/implications – Specific results are not generalizable to others universities, but the...
影响因子：
12.9
作者：
J. Cronin;Steven A. Taylor
通讯作者：
J. Cronin;Steven A. Taylor