Relationship between the Quality of Electronic Services and Students' Electronic Satisfaction in Islamic Azad University of Bonab

Subject Areas : Infomartion Technology

Jafar Beikzad ¹ , Zahra Molavi ² , Karim Esgandari ³

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Received: 2011-04-19 Accepted : 2011-05-23 Published : 2011-04-01

Keywords: Quality, Islamic Azad University, Electronic Service, Students’ Electronic Satisfaction, Bonab Branch,

Abstract :

The goal of the present research was to investigate the relationship between the quality of electronic services and students' electronic satisfaction in Islamic Azad University Bonab Branch. To do so, the quality of electronic service has been studied based on Zeithaml, Parasuraman and Malhotra's theory and students' electronic satisfaction has also been studied based on Huavang and Wangs theory. The statistical society of the research included 9463 students of Bonab Azad University. Statistical sample was estimated 370 people through Cochran formula. They were also selected through classified random sampling method. Information gathering instrument was a researcher-made questionnaire whose face validity was confirmed based on the students' field of study and its reliability was also confirmed and estimated about 0.736 and 0.813 through Cronbach Alpha for both the quality of electronic services questionnaire and electronic satisfaction one respectively. Pearson, Freedman and one Sample t test were also used to test research hypotheses. Results indicated that there was a significant relationship between the quality of electronic services and its dimensions and students' electronic satisfactions in Bonab Islamic Azad University. Review of the priority of the quality of electronic service dimensions from students' point of view showed that self- reliance was the most important dimension efficient and other dimensions were ranked in the following order respectively, keeping personal secrets, responsiveness, command supply, compensation and communication. The results also revealed that the mean of the quality of electronic services and students' electronic satisfaction were below average.