Abstract
Online service quality is a much-studied concept. There is considerable evidence that user expectations and perceptions of self-service and online service quality differ in different business domains. In addition, the nature of online services is continually changing and universities have been at the forefront of this change, with university websites increasingly acting as a portal for a wide range of online transactions for a wide range of stakeholders . In this qualitative study, we conduct focus groups with a range of stakeholders in a university web portal . Our study offers a number of insights into the changing nature of the relationship between organisations and customers. New technologies are influencing customer expectations. Customers increasingly expect organisations to have integrated information systems, and to utilise new technologies such as SMS and web portals. Organisations can be slow to adopt a customer-centric viewpoint, and persist in providing interfaces that are inconsistent or require inside knowledge of organisational structures and processes. This has a negative effect on customer perceptions
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We gratefully acknowledge the assistance of Chicky Pang for her contributions to the literature review.
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Appendix: E-Qual Instrument for a University Web Portal
Appendix: E-Qual Instrument for a University Web Portal
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Tate, M., Evermann, J., Hope, B., Barnes, S. (2009). Stakeholder Expectations of Service Quality in a University Web Portal. In: Sudweeks, F., Romm Livermore, C., Oliver, D. (eds) Self-Service in the Internet Age. Computer Supported Cooperative Work. Springer, London. https://doi.org/10.1007/978-1-84800-207-4_4
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