A study on measuring the quality of university website

Andalib, Zahra; Danaee, Habibollah
August 2013
Management Science Letters;2013, Vol. 3 Issue 7, p1955
Academic Journal
During the past few years, many organizations try to provide some of their services through their websites. This would help them provide fast and reliable services to various people around the world. In this paper, we present an empirical survey to measure the relative performance of a university website in Iran using Parasuraman's technological readiness index. The proposed study uses a standard questionnaire and distributes it among 387 active website users and the results are analyzed using structural equation modeling. The proposed study of this paper considers the effects of four factors including efficiency, accessibility, achievement and security on customer loyalty via two variables of trust and satisfaction. The results demonstrate that three components of trust, efficiency and achievement play essential role on customer loyalty.


Related Articles

  • SERVING THE LOCAL COMMUNITY CUSTOMERS: EVIDENCE FROM MULTI-CULTURAL MALAYSIA. Voon, Boo-Ho; Douglas, Amut; Singh, Baljinder // International Journal of Business & Society;Dec2012, Vol. 13 Issue 3, p293 

    This paper explores the relationships among service quality, trust, communication effectiveness, customer satisfaction and customer loyalty in public service delivery. This paper hopes to understand the service quality in service delivery of a government department (i.e., District Office). The...

  • 5 steps to create client delight and lasting loyalty. Kuzmeski, Maribeth // Sell!ng;Mar2003, p13 

    Focuses on the steps to create client satisfaction and loyalty. Information on the 80/20 rule; Information on the KIT program; Proper approach to clients.

  • Better Get a Dog. Lach, Jennifer // American Demographics;Aug99, Vol. 21 Issue 8, p26 

    Presents information on a study conducted by Harte-Hanks Market Research on consumer loyalty and satisfaction in several industries in the United States. Banks; Department stores; Gas utilities.

  • Quick Tip: Don't pass the blame.  // Customers First;Feb2012, Vol. 17 Issue 2, p4 

    The article offers tips on how manage customers who had bad experiences with a company by finding ways on how regain his faith in the company and how to make him or her happy and satisfied.

  • PERSONAL CHARACTERISTICS AS MODERATORS OF THE RELATIONSHIP BETWEEN CUSTOMER SATISFACTION AND LOYALTY. Homburg, Christian; Giering, Annette // AMA Winter Educators' Conference Proceedings;1999, Vol. 10, p215 

    Presents an abstract of the paper 'Personal Characteristics As Moderators of the Relationship Between Customer Satisfaction and Loyalty,' by Christian Homburg and Annette Giering, presented at the 1999 Winter Educators' Conference of the American Marketing Association.

  • What's your proactive marketing approach to loyalty? Gitomer, Jeffrey // Business Journal Serving Fresno & the Central San Joaquin Valley;9/14/2012, p7 

    The article presents the author's views on customer loyalty and customer satisfaction.

  • Is Customer Loyalty a Pernicious Myth? Henry, Craig Douglas // Business Horizons;Jul/Aug2000, Vol. 43 Issue 4, p13 

    Focuses on the concept of customer loyalty. Why customers return to the same supplier or product; Discussion on monopoly, switching costs and risk aversions; Dangers of customer loyalty.

  • WORDS-WORTH LOYALTY.  // Management Today;Jan2012, p15 

    The article offers information on the meaning of loyalty, as well as its important concept for business to retain customers.

  • Dining out in Dallas is more enjoyable. Van Landingham, Vanessa // Nation's Restaurant News;10/1/2012, Vol. 46 Issue 20, p10 

    The article reports on the high satisfaction and loyalty rate of Dallas, Texas diners with the experience to the city's restaurants than consumers in all other Texas cities.


Read the Article


Sorry, but this item is not currently available from your library.

Try another library?
Sign out of this library

Other Topics