Perceptions about the quality of web sites: a survey amongst students at Northeastern University and Erasmus University [An article from: Information & Management]

This digital document is a journal article from Information & Management, published by Elsevier in 2004. The article is delivered in HTML format and is available in your Amazon.com Media Library immediately after purchase. You can view it with any web browser.

Description:
A survey was undertaken to identify the quality aspects perceived to be most important in the design and use of web sites. The questionnaire utilized was based on preliminary research by Cox and Dale who had previously developed a model for assessing the quality of web sites. The results were compared to the SERVQUAL dimensions as developed by Zeithaml, Parasuraman, and Berry for bricks-and-mortar service environments. Our results indicated that the quality dimensions found applicable in the service sector are also applicable to web sites. No major differences have been found between the attitudes of students at Erasmus University Rotterdam (EUR) and those at Northeastern University (NEU), Boston on web quality aspects. Minor differences can be explained by age, gender and field of study. Overall, NEU students make more use of the Internet than EUR students.