Assessing the quality of online services (website) of Tehran University
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Abstract
In this research, we investigate the alignment of e-business models and the quality of services in cyberspace, reviewing the quality of online services (University of Tehran website). This research is a case study and a survey that uses the ‘Single-variable hypothesis test on the mean of a statistical population’ to test research hypotheses. The sample consists of students from Tehran University. Using the Morgan table, the sample size was calculated to be 90 people. To be sure, 100 questionnaires were distributed. To fully confirm the validity of the questionnaire, the views of professors and experts have been used. The reliability of the research questionnaire was confirmed, too. This research offers one major hypothesis and five sub-hypotheses. The main hypothesis is about the quality of online services and the sub-hypotheses include the efficiency, reliability, accountability, commitment fulfillment and the privacy of online services (website) of the University of Tehran. All hypotheses were confirmed. In this research, according to the SERVQUAL model, five variables of efficiency, reliability, accountability, commitment fulfillment and privacy have been studied. Based on the hypotheses of the research and through the Kolmogorov–Smirnov test, the significance level of the variables was measured. Also, the mean of each of the variables of the research was assessed and measured, which revealed that the least amount was related to accountability and commitment fulfillment and the highest amount was related to the quality of services.
Keywords: Service quality, SERVQUAL model, online services, accountability, commitment.
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