The classification of WebQual dimensions based on the asymmetric impact-performance of Kano\'s customer satisfaction model: A case study of the Tehran virtual university website
The extension of the Internet and World Wide Web has created new opportunities as well as new challenges for institutions and individuals who are either receiving or delivering education. Electronic learning is one of the most important breakthroughs in education in which the website is the first ac...
| Main Authors: | , , , |
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| Format: | Article |
| Language: | fas |
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Iranian Research Institute for Information and Technology
2016-06-01
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| Series: | Iranian Journal of Information Processing & Management |
| Subjects: | |
| Online Access: | http://jipm.irandoc.ac.ir/browse.php?a_code=A-10-3205-1&slc_lang=en&sid=1 |
| _version_ | 1819182073300123648 |
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| author | Zahra Kargar Azad Mohammad Reza Esmaili Givi Maryam Nakhoda Davoud Haseli |
| author_facet | Zahra Kargar Azad Mohammad Reza Esmaili Givi Maryam Nakhoda Davoud Haseli |
| author_sort | Zahra Kargar Azad |
| collection | DOAJ |
| description | The extension of the Internet and World Wide Web has created new opportunities as well as new challenges for institutions and individuals who are either receiving or delivering education. Electronic learning is one of the most important breakthroughs in education in which the website is the first access point that users receive educational services provided. Therefore, website quality should be considered as an important factor resulted in the success of virtual learning and studied in a more detailed manner from the e-learners’ perspective. This paper aims to classify the quality aspects of the Tehran virtual university website (webqual 4.0) according to the Kano model of customer satisfaction and determine the asymmetric impact of the webqual 4.0 dimensions’ performance on overall user satisfaction in order to prioritize those dimensions in resource allocation, as well as sensitize the managers of the mentioned website. This is a descriptive-survey and applied study, and also a cross-sectional one. The study population included Tehran University students studying in virtual courses and the data collection tool was the questionnaire of webqual 4.0, as well as, a researcher-made questionnaire to measure end-user satisfaction. Multiple regression analysis was used to investigate the impact of performance asymmetry. The result showed that usability dimension was the high-performance excitement factor, information quality dimension was a high-performing basic factor, and service interaction dimension had low performance scores and was a basic factor. And finally, a short-term plan to improve service interaction dimension to reduce user discontent and a long-term plan to better both information quality and usability dimensions to increase user satisfaction was proposed. |
| first_indexed | 2024-12-22T22:40:20Z |
| format | Article |
| id | doaj.art-8ed085d3dece4f5194c1c7a9a248360b |
| institution | Directory Open Access Journal |
| issn | 2251-8223 2251-8231 |
| language | fas |
| last_indexed | 2024-12-22T22:40:20Z |
| publishDate | 2016-06-01 |
| publisher | Iranian Research Institute for Information and Technology |
| record_format | Article |
| series | Iranian Journal of Information Processing & Management |
| spelling | doaj.art-8ed085d3dece4f5194c1c7a9a248360b2022-12-21T18:10:12ZfasIranian Research Institute for Information and TechnologyIranian Journal of Information Processing & Management2251-82232251-82312016-06-01313743766The classification of WebQual dimensions based on the asymmetric impact-performance of Kano\'s customer satisfaction model: A case study of the Tehran virtual university websiteZahra Kargar Azad0Mohammad Reza Esmaili Givi1Maryam Nakhoda2Davoud Haseli3 Tehran University Tehran University Tehran University Tehran University The extension of the Internet and World Wide Web has created new opportunities as well as new challenges for institutions and individuals who are either receiving or delivering education. Electronic learning is one of the most important breakthroughs in education in which the website is the first access point that users receive educational services provided. Therefore, website quality should be considered as an important factor resulted in the success of virtual learning and studied in a more detailed manner from the e-learners’ perspective. This paper aims to classify the quality aspects of the Tehran virtual university website (webqual 4.0) according to the Kano model of customer satisfaction and determine the asymmetric impact of the webqual 4.0 dimensions’ performance on overall user satisfaction in order to prioritize those dimensions in resource allocation, as well as sensitize the managers of the mentioned website. This is a descriptive-survey and applied study, and also a cross-sectional one. The study population included Tehran University students studying in virtual courses and the data collection tool was the questionnaire of webqual 4.0, as well as, a researcher-made questionnaire to measure end-user satisfaction. Multiple regression analysis was used to investigate the impact of performance asymmetry. The result showed that usability dimension was the high-performance excitement factor, information quality dimension was a high-performing basic factor, and service interaction dimension had low performance scores and was a basic factor. And finally, a short-term plan to improve service interaction dimension to reduce user discontent and a long-term plan to better both information quality and usability dimensions to increase user satisfaction was proposed.http://jipm.irandoc.ac.ir/browse.php?a_code=A-10-3205-1&slc_lang=en&sid=1e-Learning Website WebQual User Satisfaction Kano Model Asymmetric impact-performance. |
| spellingShingle | Zahra Kargar Azad Mohammad Reza Esmaili Givi Maryam Nakhoda Davoud Haseli The classification of WebQual dimensions based on the asymmetric impact-performance of Kano\'s customer satisfaction model: A case study of the Tehran virtual university website Iranian Journal of Information Processing & Management e-Learning Website WebQual User Satisfaction Kano Model Asymmetric impact-performance. |
| title | The classification of WebQual dimensions based on the asymmetric impact-performance of Kano\'s customer satisfaction model: A case study of the Tehran virtual university website |
| title_full | The classification of WebQual dimensions based on the asymmetric impact-performance of Kano\'s customer satisfaction model: A case study of the Tehran virtual university website |
| title_fullStr | The classification of WebQual dimensions based on the asymmetric impact-performance of Kano\'s customer satisfaction model: A case study of the Tehran virtual university website |
| title_full_unstemmed | The classification of WebQual dimensions based on the asymmetric impact-performance of Kano\'s customer satisfaction model: A case study of the Tehran virtual university website |
| title_short | The classification of WebQual dimensions based on the asymmetric impact-performance of Kano\'s customer satisfaction model: A case study of the Tehran virtual university website |
| title_sort | classification of webqual dimensions based on the asymmetric impact performance of kano s customer satisfaction model a case study of the tehran virtual university website |
| topic | e-Learning Website WebQual User Satisfaction Kano Model Asymmetric impact-performance. |
| url | http://jipm.irandoc.ac.ir/browse.php?a_code=A-10-3205-1&slc_lang=en&sid=1 |
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