Evaluating the Dimensions of Web-Based Software System Service Quality: An Empirical Study

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Author(s): Ülkü Sisik (Hacettepe University, Turkey), Leyla Özer (Hacettepe University, Turkey)and Muhammet Mustafa Cerit (Banking Regulation and Supervision Agency, Turkey)
Copyright: 2010
Pages: 19
Source title: Pervasive Computing for Business: Trends and Applications
Source Author(s)/Editor(s): Varuna Godara (CEO of Sydney College of Management, Australia)
DOI: 10.4018/978-1-60566-996-0.ch008

Keywords: Business & Management / Business Information Systems / Business Intelligence / Business Science Reference

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Abstract

The purpose of this study is to evaluate Web-based service quality. First related literature is reviewed and then a survey is conducted to measure Web-based service quality which is provided by a Turkish firm. Study results have indicated six Web-based service quality dimensions; information quality, responsiveness, Web assistance, tangibles, empathy, and call-back. Average values of information quality and responsiveness dimensions are highest indicating that these are valued highly by respondents in determining the software firm’s service quality. Also, average values of all dimensions being greater than 3, indicates that respondents evaluated service quality as good. Dimensions do not predict overall service quality, indicating that respondents independently evaluate each dimension and the overall service quality. Overall service quality and dimensions are found as distinct constructs and overall quality affected user satisfaction.

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