Measuring users’ satisfaction is a challenge for all professionals involved in evaluating and maintaining high quality of information systems (IS) (Watson, Pitt, & Kavan, 1998). The perceived quality of IS pertains to three main domains: system quality, information quality and service quality (Isik, 2008). System and information quality refer to the output characteristics (i.e. relevance, accuracy, timeliness of information), while service quality refers to the degree in which customers experience high quality services (Chiu et al., 2005). Such dimensions positively affect learners’ satisfaction. This paper presents the results of a pilot study aimed at assessing the perceived satisfaction with the IS among a sample of students (N=84) attending a Distance Degree Course in 2007-2008. The authors developed the Quality Assessment for Web Information System questionnaire (QUA-WIS) that addresses issues of service delivery quality (6 items) through a blended version of reliability and empathy scales of the ServQual questionnaire (Parasuraman, Zeithaml & Berry, 1985), and quality of information (8 items) using a newly developed scale. Results from confirmatory factor analysis as well as other information about validity and reliability of the tool are presented.

Castelli, S., Addimando, L., Pepe, A. (2009). Reliability and validity of quality assessment for web information systems (QUAS-WIS). ISDM, 39.

Reliability and validity of quality assessment for web information systems (QUAS-WIS)

CASTELLI, STEFANO;ADDIMANDO, LOREDANA;PEPE, ALESSANDRO
2009

Abstract

Measuring users’ satisfaction is a challenge for all professionals involved in evaluating and maintaining high quality of information systems (IS) (Watson, Pitt, & Kavan, 1998). The perceived quality of IS pertains to three main domains: system quality, information quality and service quality (Isik, 2008). System and information quality refer to the output characteristics (i.e. relevance, accuracy, timeliness of information), while service quality refers to the degree in which customers experience high quality services (Chiu et al., 2005). Such dimensions positively affect learners’ satisfaction. This paper presents the results of a pilot study aimed at assessing the perceived satisfaction with the IS among a sample of students (N=84) attending a Distance Degree Course in 2007-2008. The authors developed the Quality Assessment for Web Information System questionnaire (QUA-WIS) that addresses issues of service delivery quality (6 items) through a blended version of reliability and empathy scales of the ServQual questionnaire (Parasuraman, Zeithaml & Berry, 1985), and quality of information (8 items) using a newly developed scale. Results from confirmatory factor analysis as well as other information about validity and reliability of the tool are presented.
Articolo in rivista - Articolo scientifico
e-learning, quality assessment, higher education, student satisfaction.
Italian
Castelli, S., Addimando, L., Pepe, A. (2009). Reliability and validity of quality assessment for web information systems (QUAS-WIS). ISDM, 39.
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Utilizza questo identificativo per citare o creare un link a questo documento: https://hdl.handle.net/10281/28910
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