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E-Service Delivery in Higher Education: Meeting MBA Student Expectations
Abstract
This study explores graduate students’ expectations regarding website design in higher education. Focus group discussions and the Kano method are used to improve the college website experience of Master of Business Administration students. Student survey results (n = 110) suggest 23 features describing an ideal college website. Results guide college website design according to three need-based groups; basic, performance, and excitement to improve website value to students and ultimately student loyalty.
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