engleski

E-service quality of faculty web portals: exploring the students' perspective

New trends in online market expose the need for companies to deliver high levels of service quality in order to achieve important marketing outcomes. Consequently, many instruments that enable measurement and evaluation of users’ perception of deliver ed e - service quality are developed. There are many measurement instruments that can be used for transaction-based services (like online shopping, Internet banking), but instruments for information - based services are rare. Faculty web sites are acting as web portals (information- based web portals) that offer access to a wide range of information and applications. Therefore, t he objective of this article is to investigate and assess the quality of e - service provided by faculty web portals. Results of the performed study show that respondents were most satisfied with the quality of information provided on faculty web portal, and least satisfied with web design.

e- service quality; measurement scale; faculty web portals

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