Dissertation > Excellent graduate degree dissertation topics show

Study on the Evaluation Approach of the Service Quality of Public Sector’s Website

Author: LiJiMei
Tutor: SongTieYing;WangQingJie
School: Beijing Forestry University
Course: Forest Management
Keywords: Public sector Service Quality electronic Service Quality (e-SQ) Website Service Quality Evaluation approach
CLC: TP393.092
Type: PhD thesis
Year: 2008
Downloads: 746
Quote: 3
Read: Download Dissertation

Abstract


At present, all kinds of public sectors are ceaselessly improving the service quality (SQ) of their websites. This desertation studies the evaluation approach of the SQ of public sectors’ websites. First, it aims to construct the evaluation model and approach which can help a website’s managers and users understand, judge, feedback and control its SQ. Second, it aims to produce ever more detailed answers by case study to the question of what is the website’s SQ like and how to improve the SQ.The research methods adopted are both theoretical study and case study. By theoretical study, an evaluation model is constructed which consists of static structure and dynamic process model, and SQ-Atten approach is abstracted from an exploratory case study which has indicated that ZOT SQ approach is not applicable in the Chinese public sector’s context. And in case study, two forestry departments’ websites are selected to measure the SQ by using the outcome of the theory study. One case unit is the Academy of Forest Inventory and Planning (AFIP), State Forestry Administration, P.R. China. The other is Beijing municipal Bureau of Landscape and Forestry (BULF).Results and Conclusions:(1) An evaluation model is constructed which consists of static structure and dynamic process model.(2) An index system is constructed which covers usability, accessibility, empathy and responsivenss, and is based on the service characteristics of Chinese public sector’s websites.(3) SQ-Atten approach is abstracted from an exploratory case study, which measures end-users’ perceived performance of and attention to each indicator of the index system. And the service quality (SQ) is the operation result of performance and attention, which is less than the performance when the attention is high and performance is low, and greater than the performance when both the attention and the performance are high.(4) Data reduction of Rough Set can be used in the analysis of derived importance. It is complementary for regression and basic statistical analysis.(5) The case studies indicate that the SQ of the two units is medium and has a significant positive correlation first with the performance of usability and then with the responsiveness and the empathy. The SQ of the units is not significantly affected by the end-users’ age, sex, position, educational background and login hours and times whereas the end-users’ specialty background and the main functions they use while logging in do have significant influence upon the perceived performance of usability, responsiveness and empathy.(6) Suggestions for improving the SQ of the two public sectors’ websites are twofold. One is to improve its usability first, then its responsiveness and last its empathy. The other is to upgrade the end-users’ computer literacy and strengthen their awareness of doing things on website.

Related Dissertations

  1. The Balanced Scorecard China’s Public Department Performance Management Application,F272
  2. An Approach for Business Process Oriented Service Dynamic Composition,TP393.09
  3. P2P-based real-time transmission of streaming media and Simulation,TN919.8
  4. Streaming Media System Service Quality Inspection and enhance,TN919.8
  5. Admission Control Technology on End Nodes in 802.1X,TP393.08
  6. Research on Extensi on Evaluation for Passenger Service Quality of Passenger Dedicated Line,U293.1
  7. Knowledge Workers in the Public Sector Probe into Incentive Mechanism,F272.92
  8. ICES_SSP oriented business service quality monitoring system design and implementation,TP311.52
  9. Based on service quality gap model GID study advisory body to enhance the quality of service study,G648.9
  10. QFD-based Research on Service Quality of Applications of China Remote-Sensing Satelite,TP79
  11. Remote sensing satellite in orbit independent evaluation of the quality of service,V443.5
  12. Research on Logistics Service Quality Improvement of Volkswagen Logistics Center,F426.471
  13. The Vertical Traffic Organization of High-rise Medical Building,TU976.3
  14. Quality Management Research of 2011 Planning Project of Carriers,F626
  15. The Research on Quality Management of Short-Message Service in QINHUANGDAO UNICOM,F626
  16. Customer Service Research of CTC Inner Mongolia Branch,F626
  17. Empirical Study on Customers’ Zone of Tolerance of Service Quality in C2C Online Shopping,F713.36
  18. Service identification based multiple constrained QoS Routing,TP393.02
  19. Analysis and Design of Data Service Network Management Platform,TP393.09
  20. Jinhua mobile multimedia services R \u0026 D and quality inspection system,TP274
  21. User-oriented Digital Information Push Service Quality Evaluation System,G252

CLC: > Industrial Technology > Automation technology,computer technology > Computing technology,computer technology > Computer applications > Computer network > General issues > The application of computer network > Web browser
© 2012 www.DissertationTopic.Net  Mobile