EVALUATING THE ONLINE SERVICE QUALITY IN RAJA COMPANY

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JAZANI NASRIN; TABARSA GHOLAM ALI; NAZARPOORI AMIR HOOSHANG

مرکز اطلاعات علمی Scientific Information Database (SID) - Trusted Source for Research and Academic Resources

Journal Paper

Paper Information

Journal: JOURNAL OF THE FACULTY OF HUMANITIES AND SOCIAL SCIENCES Year:2011 | Volume:3 | Issue:5 (5) Page(s): 53-68

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Title

EVALUATING THE ONLINE SERVICE QUALITY IN RAJA COMPANY

Author(s)

JAZANI NASRIN | TABARSA GHOLAM ALI | NAZARPOORI AMIR HOOSHANG | Issue Writer Certificate

Keywords

CUSTOMER SATISFACTIONQ2

DISCONFIRMATION THEORYQ2

DESIRED SERVICESQ2

EXPECTATIONSQ2

PERCEPTIONSQ2

Abstract

Online purchasing is a complicated process that can be divided into different varieties of sub processes including navigation, searching information, doing electronic exchanges and online interactions between buyer and seller. Online Customers want precise, continues, beneficial interactions and communications, without geographical restrictions. The purpose of this research was "examining the online service quality based on e-service quality model" done in RAJA Company. The statistical population of this research includes the customers of RAJA Company who through the website of the company applied to buy tickets. Of all the customers, 170 customers of the website of RAJA company were selected based on success ratio formula. In this research for collecting information, the two-face questionnaire was used that measures the perception and EXPECTATIONS of customers. Results of examining the reliability of questionnaire based on Cronbach’s alpha showed coefficiency of 0.87. The results of main hypothesis showed that, there was disconfirmation between customer EXPECTATIONS and PERCEPTIONS. Results of sub hypothesis showed that efficiency and responsiveness of company’s website was not confirming the customers’ EXPECTATIONS. Also results showed the factors of reliability, fulfillment, and privacy of website were in desired level. Ultimately, based on research results and also opinions of the experts and the professionals of the web design, some propositions for eliminating these gaps and disconformities have been delivered.

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APA: Copy

JAZANI, NASRIN, TABARSA, GHOLAM ALI, & NAZARPOORI, AMIR HOOSHANG. (2011). EVALUATING THE ONLINE SERVICE QUALITY IN RAJA COMPANY. JOURNAL OF THE FACULTY OF HUMANITIES AND SOCIAL SCIENCES, 3(5 (5)), 53-68. SID. https://sid.ir/paper/150874/en

Vancouver: Copy

JAZANI NASRIN, TABARSA GHOLAM ALI, NAZARPOORI AMIR HOOSHANG. EVALUATING THE ONLINE SERVICE QUALITY IN RAJA COMPANY. JOURNAL OF THE FACULTY OF HUMANITIES AND SOCIAL SCIENCES[Internet]. 2011;3(5 (5)):53-68. Available from: https://sid.ir/paper/150874/en

IEEE: Copy

NASRIN JAZANI, GHOLAM ALI TABARSA, and AMIR HOOSHANG NAZARPOORI, “EVALUATING THE ONLINE SERVICE QUALITY IN RAJA COMPANY,” JOURNAL OF THE FACULTY OF HUMANITIES AND SOCIAL SCIENCES, vol. 3, no. 5 (5), pp. 53–68, 2011, [Online]. Available: https://sid.ir/paper/150874/en

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