Assessing the state of e-service excellence gap in Payam-Noor University
Subject Areas :Mahdi Moeinie Kia 1 * , Adel Zahd bablan 2
1 -
2 -
Keywords:
Abstract :
۱٬۳۷۸ / ۵٬۰۰۰ In this research, in order to measure the quality of electronic services in Payam Noor University, based on the e-Servoal model, the service excellence gap was measured. Research method in terms of main strategy: quantitative; In terms of purpose: practical; In terms of implementation method: field and documentation, and in terms of analytical technique: descriptive-contextualization. The statistical population of this research consisted of the third semester and higher students of Payam Noor University in Ardabil province in the second semester of the academic year 1389-1390, in undergraduate and master's degrees in various fields with an approximate volume of 20,000 people. The sampling method of this study was a multi-stage cluster. that among academic centers; Payam Noor University, the capital of the province, another university center and one unit were randomly selected. The overall sample size based on the Krejci-Morgan table, considering the error α = 0.05; And the clustering of the sampling method, nearly 500 people were considered, of which 476 questionnaires could be analyzed. In order to collect data, an electronic service quality questionnaire was used (E-Serqual with reliability α=0.97 at the existing level and α=0.95 at the desired level). The results of the Kalmogorov-Smirnov test (z=0.704 with p=0.703, p<0.05) showed that the data distribution is normal. The collected data were analyzed using a one-sample t-test. The results showed that the quality of electronic services in all service components and their dimensions is significantly low. In other words, in the electronic services of Payam Noor University, there is a gap in the superiority of services, that is, students from quality
ثقفی، فاطمه؛ میرسعید قاضی، طاهره؛ خراط، محمود، عوامل کلیدی موفقیت استقرار یادگیری الکترونیکی مؤسسات آموزشی. در مجموعه مقالات و اطلاعات چهارمین کنفرانس ملی و اولین کنفرانس بین‌المللی آموزش الکترونیکی، (صص 74-77)، تهران: دانشگاه علم و صنعت ایران، 18 و 19 آذر ماه، 1388.
[12] جمشیدی، گلناز، ارزیابی میزان رضایت کاربران از دوره‌ی الکترونیکی مدیریت پروژه در شرکت مهندسی مشاور جهاب قدس. در مجموعه مقالات و اطلاعات چهارمین کنفرانس ملی و اولین کنفرانس بین‌المللی آموزش الکترونیکی، (صص 104-108)، تهران: دانشگاه علم و صنعت ایران، 18 و 19 آذر ماه، 1388.
[15] بیگ¬زاده، جعفر؛ موسوی، زهرا، کیفیت خدمات الکترونیکی و رضایت مشتریان. کار و جامعه، شماره 113 و 114، صص 88—92، 1388.
[21] عزیزی، شهریار، ارزیابی کیفیت خدمت الکترونیکی. ماهنامه¬ی تدبیر، 17(8)، 46—49، 1385.
[35] بختیار نصرآبادی، حسن علی؛ نوروزی، رضا علی، بررسی میزان رضایت¬مندی دانشجویان نخبه¬ی دانشگاه اصفهان از مؤلفه‌های آموزشی. مجله‌ی روانشناسی، 10 (2)، 232—247، 1385.
[36] فرج¬اللهی، مهران؛ حقیقی، فهیمه السادات؛ ژاله پور، سوسن، ارزیابی درونی عوامل کیفیت بخش به فعالیت‌های گروه علوم تربیتی دانشگاه پیام نور. نامه‌ی آموزش عالی، 1(4)،9—31، 1387.
[39] شاهرخی، سید رسول، بررسی وضعیت ارزیابی در آموزش عالی کشور به منظور ارائه‌ی یک چارچوب ادراکی. فصلنامه پژوهش و برنامه¬ریزی در آموزش عالی، شماره 56، 41—60، 1389..
[1] J.-W. Lee, Online support service quality, online learning acceptance, and student satisfaction, Internet and Higher Education, 13, 277–283, 2010.
[2] I. E. Allen, and J. Seaman, Staying the course: Online education in the United States, Needham, MA: The Sloan Consortium, 2008.
[4] J. Michalska, The usage of The Balanced Scorecard to the estimation of the enterprise’s effectiveness, Journal of Materials Processing Technology, 162, 751—758, 2005.
[5] P. Gibbs, and M. Iacovidou, Quality as pedagogy of confinement: Is there an alternative? Quality Assurance in Education, 12 (3) , 113–119, 2004.
[6] M. C. Aury, Agricultural education students’ perception of WebCT in PuertoRico. Retrieved: December, 14, 2010, from: www.webct.confex.com/webct.
[7] J. Harlow, Successfully teaching Biblical language online at the seminary level: Guiding principles of course design and delivery, Teaching Theology and Religion, 10(1) , 13–24, 2007.
[8] D. U. Bolliger, and O. Wasilik, Factors influencing faculty satisfaction with online teaching and learning in higher education, Distance Education, 30(1) , 103—116, 2009.
[9] S. Carr, As distance education comes of age, the challenge is keeping the students,Chronicles of Higher Education, 46(23) , 39—41, 2000.
[10] L. Levy, Comparing dropouts and persistence in e-learning courses. Computers and Education, 48(2) , 185—204, 2007.
[11] G. J. Udo, K. K. Bagchi, and P. J. Kirs, Using SERVQUAL to assess the quality of e-learning experience, Computers in Human Behavior, 27, 1272—1283, 2011.
[13] A. Pena, R. Domínguez, and J. Medel, Educational data mining: a sample of review and study case, World Journal on Educational Technology, 1(2) , 42-49, 2009.
[14] C. Liu, and K. Arnett, Exploring the factors associated with web site success in the context of electronic commerce, Information and Management 38, 23—33, 2000.
[16] O. Helgesen, and E. Nesset, Images, satisfaction and antecedents: drivers of student loyalty? A case study of a Norwegian university college, Corporate Reputation Review, 10(1) , 38—59, 2007.
[17] A. Parasuraman, V. A. Zeithaml, and A. Malhotra, E-S-QUAL: A Multiple-Item Scale for Assessing Electronic Service Quality, Journal of Service Research, 7(4) , 1—21, 2005.
[18] L.-J. ChanLin, Applying motivational analysis in a Web-based course. Innovations in Education and Teaching International, 46(1) , 91—103. 2009.
[19] Y.-S. Wang, H.-Y. Wang, and D. Y. Shee, Measuring e-learning system success in an organizational context: scale development and validation. Computers in Human Behavior, 23, 1792—1808, 2007.
[20] A. Parasuraman, and V. A. Zeithaml, Service quality delivery through web sites: A critical review of extant knowledge, Journal of the Academy of Marketing Science, 30 (4) , 362—75, 2002.
[22] S. Y. McGorry, Measuring quality in online programs. The Internet and Higher Education, 6(2) , 159—177, 2003.
[23] L. Hasan, and E. Abuelrub, Assessing the quality of websites. Applied Computing and Informatics, 9, 11—29, 2011.
[24] M. Sigala, and O. Sakellaridis, Web users’ cultural profiles and e-service quality: Internationalization implications for tourism websites, Information Technology and Tourism, 7(1) , 13—22, 2004.
[25] M. Long, and C. McMellon, Exploring the determinants of retail service quality on the internet,Journal of Services Marketing, 18(1) , 78—90, 2004.
[26] M. Sigala, E-service quality and Web 2.0: Expanding quality models to include customer participation and inter-customer support, The Service Industries Journal, 29(10) , 1341 —1358, 2009.
[27] C. Voss, Developing eservice strategy. Business Strategy Review, 11(1) , 21–33, 2000.
[28] J. Cox and B. Dale, Service quality and e-commerce. Managing Service Quality, 11(2) , 121–131, 2001.
[29] C., Madu and A. Madu, Dimensions of e-quality. International Journal of Quality & Reliability Management, 19(3) , 246–258, 2002.
[30] Z. Yang and M. Jun, Consumer perception of e-service quality: From Internet purchaser and non-purchaser perspectives. Journal of Business Strategies, 19(1) , 19–41, 2002.
[31] V. Zeithaml, Service quality in e-channels. Managing Service Quality, 12(3) , 135–138, 2002.
[32] Y.N., Li, K.C., Tan and M. Xie, Measuring web-based service quality. Total Quality Management, 13(5) , 685–700, 2002.
[33] V. A. Zeithaml, A. Parasuraman, and A. Malhotra, A Conceptual framework for understanding e-service quality: Implications for future research and managerial practice, Working paper, report No. 00-115, Marketing Science Institute, Cambridge, MA. 2000.
[34] V. A. Zeithaml, A. Parasuraman, and A. Malhotra, Service quality delivery through web sites: A critical review of extant knowledge, Journal of the Academy of Marketing Science, 30 (4) , 362—75, 2002.
[37] M. Farajollahi, and M. MoeniKia, The comparative study of students support services of Payame Noor University of Iran, Allama Iqbal Open University of Pakistan and United Kingdom Open University. World Applied Sciences Journal, 9 (5) , 494—498, 2010.
[38] M. Farajollahi, and M. MoeniKia, The Study of relation between students support services and distance student's academic achievement. In Procedia Social and Behavioral Sciences 2, (Pp.4451—4456) , Available online at www.sciencedirect.com, 2010.