Service Quality Of Educational Websites: An Empirical Study

Abstract

This paper employs a measurement of the service quality of educational Websites as perceived by students, following a conceptual model developed by Santos (2003). Perceived service quality of educational Websites is conceptualized as dependent on the following variables—ease of use, content, reliability, privacy, and interaction. An empirical test with university students validates the overall model. As for the individual independent variables, all of them except privacy are found to have a significant effect on perceived service quality.