A Framework for Identifying and Ranking Criteria for Evaluating the Quality of Electronic Services (Case studies: Golestan website of Payame-noor university)
Subject Areas :Hossein Babaee 1 * , mahmood salehesfahani 2 , fateme noorani 3
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Keywords: Information Technology, Quality of Service, Customer Satisfaction, Electronic Services, Golestan website.,
Abstract :
Service quality is a concept that, due to difficulties in defining and measuring the considerable debate in the literature, no general consensus, aroused. Often, customer satisfaction and service quality as a function of perceptions and customer expectations, and research has shown that the quality of the services plays an important role in its profitability. The purpose of this study is to provide a framework for identifying and ranking criteria for evaluating the quality of services. The results showed that, all parameters of quality of service are important. Response Time is an important indicator of the rest. The trustiness, informativeness, ease of use, empathy and visual appeal are next important factors. The users are satisfied with the trustiness and informativeness, but not with empathy. User satisfaction is medium with response time, ease of use and visual appeal.
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