Quality assessment of E-learning website using asymmetric impact–performance analysis and Kano’s customer satisfaction model: a case study based on WebQual 4.0

IF 2.1 Q2 INFORMATION SCIENCE & LIBRARY SCIENCE

Information Discovery and Delivery Pub Date : 2022-05-09 DOI:10.1108/idd-08-2021-0083

Mohammadreza Esmaeili Givi, H. Keshavarz, Zahra Kargar Azad

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引用次数: 2

Abstract

Purpose Using asymmetric impact–performance analysis for examining an asymmetric relationship between user satisfaction and website features, the present research aims to identify features of high priority for quality improvement. For doing so, the current research was conducted in the context of the E-learning website of the most prestigious university in Iran, namely, the University of Tehran. Design/methodology/approach The main question was which of the three groups of basic, performance and excitement factors has the required dimensions of the quality of the website based on the model WebQual 4.0 by considering Kano’s user satisfaction model and impact–performance analysis. This is a descriptive survey, applied and cross-sectional study. The study population included Tehran University’s students who enrolled in virtual courses in the academic year 2020–2021 from which a sample of 457 students was selected. The data collection tool was the questionnaire of Webqual 4.0, as well as a researcher-made questionnaire to measure end-user satisfaction. Findings Using structural equation modeling and multiple regression, the findings showed that the customer’s overall satisfaction with the mentioned website is primarily affected by the feature interaction with services, including the two structures of trust and empathy, and then the dimensions of usability and quality of information. Examining the Webqual 0.4 dimensions indicated that the website usability dimension is a part of the high-performance excitement factors group, the information quality dimension is a part of the high-performance basic factors group and the website interaction dimension is in the low-performance basic factors group. Originality/value The research is highly innovative taking the theoretical model of Kano and methodological investigation of asymmetric impact–performance analysis into consideration alongside the WebQual 4.0 as a fundamental model for website assessment. Moreover, the research was conducted on an E-learning website, which is unique and a necessity amid the COVID-19 pandemic.

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基于非对称影响绩效分析和Kano客户满意度模型的电子学习网站质量评估:基于WebQual 4.0的案例研究

目的利用非对称影响-性能分析来检验用户满意度和网站特征之间的非对称关系，本研究旨在确定质量改进的高优先级特征。为此，目前的研究是在伊朗最负盛名的大学，即德黑兰大学的电子学习网站上进行的。设计/方法/方法。主要问题是，通过考虑Kano的用户满意度模型和影响-性能分析，性能和兴奋因素具有基于WebQual 4.0模型的网站质量所需的维度。这是一项描述性调查、应用性和横断面研究。研究人群包括德黑兰大学在2020-2021学年注册虚拟课程的学生，从中选择了457名学生。数据收集工具是Webqual 4.0的问卷，以及研究人员制作的测量最终用户满意度的问卷。使用结构方程建模和多元回归，研究结果表明，客户对上述网站的总体满意度主要受到与服务的特征互动的影响，包括信任和移情两种结构，然后是信息的可用性和质量维度。对Webqual 0.4维度的考察表明，网站可用性维度属于高性能兴奋因素组，信息质量维度属于高绩效基本因素组，网站交互维度属于低性能基本因素组。独创性/价值该研究具有高度创新性，将卡诺的理论模型和不对称影响-性能分析的方法研究与WebQual 4.0作为网站评估的基本模型一起考虑在内。此外，这项研究是在一个电子学习网站上进行的，这在新冠肺炎大流行期间是独特的，也是必要的。

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来源期刊

Information Discovery and Delivery INFORMATION SCIENCE & LIBRARY SCIENCE-

CiteScore

5.40

自引率

4.80%

发文量

期刊介绍： Information Discovery and Delivery covers information discovery and access for digital information researchers. This includes educators, knowledge professionals in education and cultural organisations, knowledge managers in media, health care and government, as well as librarians. The journal publishes research and practice which explores the digital information supply chain ie transport, flows, tracking, exchange and sharing, including within and between libraries. It is also interested in digital information capture, packaging and storage by ‘collectors’ of all kinds. Information is widely defined, including but not limited to: Records, Documents, Learning objects, Visual and sound files, Data and metadata and , User-generated content.