Determine the Importance of Website Quality Criteria from the Point of view of Users EQUAL Techniques and Fuzzy Network Analysis Process
Abstract<br />Today, the quality of the electronic services provided through the corporate website is an area where organizations can gain competitive advantage. Quality of service, customer satisfaction, and value are three elements that organizational managers should take seriously when prov...
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| Format: | Article |
| Language: | fas |
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University of Kurdistan
2020-01-01
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| Series: | مطالعات رفتار مصرف کننده. |
| Subjects: | |
| Online Access: | http://cbs.uok.ac.ir/article_61271_e779b2547d4da0ef5b0425bf501f7b00.pdf |
| _version_ | 1811203699541803008 |
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| author | Mohammad Javad Ershadi Zahra Moghadam |
| author_facet | Mohammad Javad Ershadi Zahra Moghadam |
| author_sort | Mohammad Javad Ershadi |
| collection | DOAJ |
| description | Abstract<br />Today, the quality of the electronic services provided through the corporate website is an area where organizations can gain competitive advantage. Quality of service, customer satisfaction, and value are three elements that organizational managers should take seriously when providing customer service. In this regard, in the present study, using E-Qual model, as one of the most up-to-date website quality assessment models, we will identify the factors affecting website quality. The main indicators of this model will be weighted using the fuzzy network analysis process based on users' perspective. In this study, firstly a review of the current models in service quality assessment is done and among them a qualitative method has been selected for determining effective indicators on website service quality. Finally, after identifying the importance of the key indicators of web quality assessment, improvement strategies are presented in a case study. One of the most important research service websites, called the Ganj Database, has been selected as the case study. Based on the results, the criteria of usability, service interaction and information quality have the highest importance in the quality of the website studied, respectively. In terms of usability, due to its high weight from the users' point of view, there is a variety of filtering results and the ability to filter all information items in the treasure system as a practical suggestion. Since ease of use is the highest weight in terms of usability, it is recommended that filtering options be fully integrated to increase the ease of use of this website in order to reduce the time to reach the final response. Creating a visual appeal in website design and better contrast in site coloring is one of the most important executive solutions in the field of service interaction. |
| first_indexed | 2024-04-12T02:59:08Z |
| format | Article |
| id | doaj.art-067baac42873420eb0648a0c3ff402f5 |
| institution | Directory Open Access Journal |
| issn | 2717-0004 2717-0012 |
| language | fas |
| last_indexed | 2024-04-12T02:59:08Z |
| publishDate | 2020-01-01 |
| publisher | University of Kurdistan |
| record_format | Article |
| series | مطالعات رفتار مصرف کننده. |
| spelling | doaj.art-067baac42873420eb0648a0c3ff402f52022-12-22T03:50:42ZfasUniversity of Kurdistanمطالعات رفتار مصرف کننده.2717-00042717-00122020-01-0162244561271Determine the Importance of Website Quality Criteria from the Point of view of Users EQUAL Techniques and Fuzzy Network Analysis ProcessMohammad Javad Ershadi0Zahra Moghadam1Research Institute of Information Technology / Iran Institute of Science and Technology (IRANDOC)Department of System and Productivity Management - Faculty of Engineering - Islamic Azad University - Tehran BranchAbstract<br />Today, the quality of the electronic services provided through the corporate website is an area where organizations can gain competitive advantage. Quality of service, customer satisfaction, and value are three elements that organizational managers should take seriously when providing customer service. In this regard, in the present study, using E-Qual model, as one of the most up-to-date website quality assessment models, we will identify the factors affecting website quality. The main indicators of this model will be weighted using the fuzzy network analysis process based on users' perspective. In this study, firstly a review of the current models in service quality assessment is done and among them a qualitative method has been selected for determining effective indicators on website service quality. Finally, after identifying the importance of the key indicators of web quality assessment, improvement strategies are presented in a case study. One of the most important research service websites, called the Ganj Database, has been selected as the case study. Based on the results, the criteria of usability, service interaction and information quality have the highest importance in the quality of the website studied, respectively. In terms of usability, due to its high weight from the users' point of view, there is a variety of filtering results and the ability to filter all information items in the treasure system as a practical suggestion. Since ease of use is the highest weight in terms of usability, it is recommended that filtering options be fully integrated to increase the ease of use of this website in order to reduce the time to reach the final response. Creating a visual appeal in website design and better contrast in site coloring is one of the most important executive solutions in the field of service interaction.http://cbs.uok.ac.ir/article_61271_e779b2547d4da0ef5b0425bf501f7b00.pdfservice qualityweb quale qualganj databasecase studyanp |
| spellingShingle | Mohammad Javad Ershadi Zahra Moghadam Determine the Importance of Website Quality Criteria from the Point of view of Users EQUAL Techniques and Fuzzy Network Analysis Process مطالعات رفتار مصرف کننده. service quality web qual e qual ganj database case study anp |
| title | Determine the Importance of Website Quality Criteria from the Point of view of Users EQUAL Techniques and Fuzzy Network Analysis Process |
| title_full | Determine the Importance of Website Quality Criteria from the Point of view of Users EQUAL Techniques and Fuzzy Network Analysis Process |
| title_fullStr | Determine the Importance of Website Quality Criteria from the Point of view of Users EQUAL Techniques and Fuzzy Network Analysis Process |
| title_full_unstemmed | Determine the Importance of Website Quality Criteria from the Point of view of Users EQUAL Techniques and Fuzzy Network Analysis Process |
| title_short | Determine the Importance of Website Quality Criteria from the Point of view of Users EQUAL Techniques and Fuzzy Network Analysis Process |
| title_sort | determine the importance of website quality criteria from the point of view of users equal techniques and fuzzy network analysis process |
| topic | service quality web qual e qual ganj database case study anp |
| url | http://cbs.uok.ac.ir/article_61271_e779b2547d4da0ef5b0425bf501f7b00.pdf |
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