A Survey Study on Affecting Factors of Students' Satisfaction from the Electronic Services Quality of Higher Education Institutions

Abstract

Customer satisfaction and service quality are crucial factors in the analysis of competitors. Attention to these factors can ensure the long-term
profits for service organizations and educational institutions similar to manufacturing company. The current developments in higher education show
that higher education should also enhance the quality of its services. Goal of full deployment of quality management in education is improving and
excellence of quality services. Therefore, for achieving this goal, using scientific methods and comprehensive assessment is necessary. Therefore,
it is necessary to find the methods that can improve the quality of education services. However, the assessment of the quality of services is one of
the important steps in the improvement of quality services. This study evaluates the quality components of electronic service in a university (Abhar
University) from the perspective of graduate students. Then, it provides constructive suggestions to improve the quality of electronic service in the
university. The results of this study indicate that there is a significant gap between perceptions and expectations of students in some component of
quality services including: system availability, efficiency, responsiveness and compensation. But in three other dimensions including fulfillment,
privacy and contact, there isn’t a significant gap.