{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2025,8,2]],"date-time":"2025-08-02T17:47:51Z","timestamp":1754156871817,"version":"3.41.2"},"reference-count":96,"publisher":"Emerald","issue":"3","license":[{"start":{"date-parts":[[2016,6,6]],"date-time":"2016-06-06T00:00:00Z","timestamp":1465171200000},"content-version":"tdm","delay-in-days":0,"URL":"https:\/\/www.emerald.com\/insight\/site-policies"}],"content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":[],"published-print":{"date-parts":[[2016,6,6]]},"abstract":"<jats:sec><jats:title content-type=\"abstract-heading\">Purpose<\/jats:title><jats:p>\u2013 The purpose of this paper is to develop a multiple item scale for measuring perceived quality in e-service provided by a university.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-heading\">Design\/methodology\/approach<\/jats:title><jats:p>\u2013 The authors used a two-step methodology: a qualitative part to identify relevant dimensions and indicators in e-service and a numerical survey to assess preferences and evaluations of 252 users, regarding indicators of e-service quality, as well as a global degree of satisfaction with the overall e-service. Multivariate and structural techniques helped extracting guidelines for improving perceived quality.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-heading\">Findings<\/jats:title><jats:p>\u2013 The authors refined a scale by factor analysis, remaining five dimensions and 15 items. The five dimensions are: trust, convenience, responsivity, empathy and personalization. The authors found out that trust, responsivity and empathy, at a 0.01 level, are directly related with the overall satisfaction with e-service.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-heading\">Research limitations\/implications<\/jats:title><jats:p>\u2013 Specific results are not generalizable to others universities, but the method can be replicated in others e-service providers. For continuity, the authors recommend multicriterial methods for prioritizing indicators. For confirmatory analysis, the authors suggest a new survey with a larger sample, aggregating new indicators by more qualitative research.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-heading\">Practical implications<\/jats:title><jats:p>\u2013 The method can help universities to evaluate and eventually reformulate their strategies in dealing with e-services users.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-heading\">Originality\/value<\/jats:title><jats:p>\u2013 The paper helps clarify how to structure and organize indicators related to e-service perceived quality and how to identify those activities that can help managers to improve it.<\/jats:p><\/jats:sec>","DOI":"10.1108\/bpmj-07-2015-0100","type":"journal-article","created":{"date-parts":[[2016,5,21]],"date-time":"2016-05-21T16:20:28Z","timestamp":1463847628000},"page":"438-457","source":"Crossref","is-referenced-by-count":7,"title":["Identification and quantification of influent factors in perceived quality of the e-service provided by a university"],"prefix":"10.1108","volume":"22","author":[{"given":"Liziane Silva","family":"Menezes","sequence":"first","affiliation":[]},{"given":"Miguel Afonso","family":"Sellitto","sequence":"additional","affiliation":[]},{"given":"Tatiane Pereira","family":"Librelato","sequence":"additional","affiliation":[]},{"given":"Miriam","family":"Borchardt","sequence":"additional","affiliation":[]},{"given":"Giancarlo Medeiros","family":"Pereira","sequence":"additional","affiliation":[]}],"member":"140","reference":[{"key":"key2020121520030392300_b200","doi-asserted-by":"crossref","unstructured":"Aladwani, A. and Palvia, P. 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