Identification and quantification of influent factors in perceived quality of the e-service provided by a university

Abstract

Purpose

The purpose of this paper is to develop a multiple item scale for measuring perceived quality in e-service provided by a university.

Design/methodology/approach

The authors used a two-step methodology: a qualitative part to identify relevant dimensions and indicators in e-service and a numerical survey to assess preferences and evaluations of 252 users, regarding indicators of e-service quality, as well as a global degree of satisfaction with the overall e-service. Multivariate and structural techniques helped extracting guidelines for improving perceived quality.

Findings

The authors refined a scale by factor analysis, remaining five dimensions and 15 items. The five dimensions are: trust, convenience, responsivity, empathy and personalization. The authors found out that trust, responsivity and empathy, at a 0.01 level, are directly related with the overall satisfaction with e-service.

Research limitations/implications

Specific results are not generalizable to others universities, but the method can be replicated in others e-service providers. For continuity, the authors recommend multicriterial methods for prioritizing indicators. For confirmatory analysis, the authors suggest a new survey with a larger sample, aggregating new indicators by more qualitative research.

Practical implications

The method can help universities to evaluate and eventually reformulate their strategies in dealing with e-services users.

Originality/value

The paper helps clarify how to structure and organize indicators related to e-service perceived quality and how to identify those activities that can help managers to improve it.

Citation

Menezes, L.S., Sellitto, M.A., Librelato, T.P., Borchardt, M. and Pereira, G.M. (2016), "Identification and quantification of influent factors in perceived quality of the e-service provided by a university", Business Process Management Journal, Vol. 22 No. 3, pp. 438-457. https://doi.org/10.1108/BPMJ-07-2015-0100