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Information Resources Management Association
Advancing the Concepts & Practices of Information Resources Management in Modern Organizations

Web Site Effectiveness: A Measure of Information and Service Quality

Web Site Effectiveness: A Measure of Information and Service Quality
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Author(s): Dieter Fink (Edith Cowan University, Australia)
Copyright: 2001
Pages: 4
Source title: Managing Information Technology in a Global Economy
Source Editor(s): Mehdi Khosrow-Pour, D.B.A. (Information Resources Management Association, USA)
DOI: 10.4018/978-1-930708-07-5.ch029
ISBN13: 9781930708075
EISBN13: 9781466665323


Research into Information Systems (IS) effectiveness is again attracting attention because of the emergence of new technology in the form of the Web. In this study Web site effectiveness was measured in terms of information and service quality. The former is important because of the key purpose of a Web site to provide up-to-date information and was captured by the WEBQUAL instrument. For the latter, the well accepted SERVQUAL instrument was available and applied. The study, which examined the usefulness of the Web site to the university’s library staff, confirmed te distinctiveness of information and service quality as measures of Web site effectiveness. Specific findings indicated that the greatest differences between subjects’ expectations and perceptions were for service quality rather than information quality items. Furthermore, the gap was significantly higher for those employees who had worked in the library the longest. As Web sites become ubiquitous the desire to establish their effectiveness will increase and hence the demand for suitable measurement approaches and metrics.

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