Web Bilgi Sistemlerinde Hizmet Kalitesi Değerlendirmesi: Hacettepe Üniversitesi Kütüphaneleri Örneği
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Date
2018Author
Benli, İçden Irmak
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Internet is becoming a part of our lives and the technological developments
change the awareness of the users, which increases the importance of service
sector. Today, it is important to discuss the subject of service quality evaluation
by considering technology and to evaluate the electronic services with a user
perception. With this case study, which aims to evaluate the web site of
Hacettepe University Libraries (HUL) according to the perception of the users,
an on-line questionnaire has been conducted among the users of HUL by using
E-QUAL scale including 22 items with “Information quality”, “Usability” and
“Service interaction” dimensions. Data is obtained form 250 users and the
viewpoints of users on library web services were examined. In addition, the
demographical information such as, age, field of study of the users and their
opinions on the web site were also evaluated. According to the factor analysis
results applied to the obtained data, the users of HUL web site perceive the
dimensions of service quality as Information quality and trust, Usability, Design
and empathy. The users attach the most importance to Information quality and
trust. Within the frame of E-QUAL service quality dimensions, the ones attached
the least importance are Usability and Service interaction dimensions of the
original scale. These items are classified under the dimension of Design and
empathy according to the new dimension groups obtained as a result of our
work. Although the most important subjects for users are not related to the web
site design as part of service quality dimension, the dimensions meeting the
expectations at least are Design and empathy. No influence of the ages of HUL
web site users on their attachment of importance on the service quality
dimension, of equipments used and of the work/study field on their performance
evaluation towards these dimensions has been determined. However, the
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users’ administrative, academic or student status make a statistically significant
difference on performance evaluations. Accordingly, the students evaluate the
performance of HUL more positively than the administrative and academic staff
in terms of Information quality and trust and Design and empathy dimensions. In
general, while the HÜK website appears to have a positive image in users’
perception; it does not seem to meet users’ expectations entirely when
considered in terms of service quality dimensions.