Service Quality of Web Information Systems

Abstract

The recent developments in technology made it possible to provide various services through the Web. Users’ tendencies to request services via the Web and their expectations from the services are increasing gradually. In order to design better web sites and have users continue to use them, it is essential to understand what users expect of web services, how they perceive such service dimensions as security, design and quality along with the ones they value most. Using the survey method, this study tests the perceived service quality of one for-profit (Idefix), one non-profit (ULAKB‹M) web sites by means of the E-Qual Index comprising twenty-two questions that measure the “perceived service quality” in terms of the concepts of information quality, usability and service interaction. The E-Qual Index was administered through an online questionnaire that was filled out by 1,782 Idefix and 118 ULAKB‹M web site users. Data were analyzed through various statistical tests. Neither web site completely meets the users’ expectations. The factor analysis results showed that the Idefix web site users found five different service dimensions important, which were named as Information quality, Trust, Usability, Design and Empathy. The Information quality and trust were treated as one service dimension by the ULAKB‹M web site users while the other three were the same. The Idefix web site users consider Trust more important than the other service dimensions. As for the ULAKB‹M users, the most important dimension of the web service quality is the Information quality and trust. Users’ approach to a shopping web site is similar to their approach to a non-profit information presenting web site. The users of both web sites found the content and information quality important. As a conclusion, users of different web sites evaluate the service dimensions of Design, Usability and Empathy in a similar way. Regardless of their types, web sites should be designed in accordance with the dimensions of service quality and the principles of usability that match the users’ viewpoints. The user community of a given web site should be thoroughly analyzed and the users’ expectations should be regularly measured in order to revise the design and structure of the web site.