Assessing the state of e-service excellence gap in Payam-Noor University
Subject Areas :Mahdi Moeinie Kia 1 , Adel Zahd bablan 2
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Abstract :
۱٬۳۷۸ / ۵٬۰۰۰ In this research, in order to measure the quality of electronic services in Payam Noor University, based on the e-Servoal model, the service excellence gap was measured. Research method in terms of main strategy: quantitative; In terms of purpose: practical; In terms of implementation method: field and documentation, and in terms of analytical technique: descriptive-contextualization. The statistical population of this research consisted of the third semester and higher students of Payam Noor University in Ardabil province in the second semester of the academic year 1389-1390, in undergraduate and master's degrees in various fields with an approximate volume of 20,000 people. The sampling method of this study was a multi-stage cluster. that among academic centers; Payam Noor University, the capital of the province, another university center and one unit were randomly selected. The overall sample size based on the Krejci-Morgan table, considering the error α = 0.05; And the clustering of the sampling method, nearly 500 people were considered, of which 476 questionnaires could be analyzed. In order to collect data, an electronic service quality questionnaire was used (E-Serqual with reliability α=0.97 at the existing level and α=0.95 at the desired level). The results of the Kalmogorov-Smirnov test (z=0.704 with p=0.703, p<0.05) showed that the data distribution is normal. The collected data were analyzed using a one-sample t-test. The results showed that the quality of electronic services in all service components and their dimensions is significantly low. In other words, in the electronic services of Payam Noor University, there is a gap in the superiority of services, that is, students from quality
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