CHAPTER 1

INTRODUCTION

Computer has become an essential part of life and the area of computer application is

growing vigorously in almost every functional area in the world of globalization. The

complexity of computer application has increased due to change in traditional

technology. With all these changes, the working methods have also being changed and

required specialized knowledge for doing so. A lot of computer software’s are available

in market depending upon nature of the work e.g. engineering software, accounting ,

marketing , mathematics etc but the question arises up to what extend they satisfy the

customer, fulfill the required commitment and up to what percentage does the customized

software give the desired result.

Research explored satisfaction is a post preference evaluative opinion for explicit

acquisition decision (Churchill) and Sauprenant 1992; Oliver 1980). Most researchers

1
have an opinion that satisfaction is mind-set or assessment that is formed by customer or

pre-purchase expectation of what they would receive from the product and service are

their subjective perception of performance they actually did receive. According to Mc

Kinney et al ;( 2002) satisfaction is determined by the agreement between supposed

performance and cognitive values such as expectation and wishes ( Khalifa and Liu

2003). Customer’s satisfaction depends what customer focusing on and a rough sketch

that might satisfy them in quantity, quality, time etc.

Computers were introduced in the mid-20th century (1940-1950) Mahmood & khan

(2007) cited and haider (1998) reported that in Pakistan computer were first used in

PASTIC in 1968. PASRIC helped to create the country’s first Union directory of

Scientific Periodicals. Profile of hundred scientist were made to offer a selective

dissemination for information(SDI) service Researchers describe that by 1980s

agriculture universities and research center starting using computers e.g. Sindh

Agriculture University and National Agriculture council ( NARC) record center, as well

as other universities and special libraries Mahmood & Khan;(2007).

Wikimedia Foundation (2008) computers were extensively used by the students for

writing documents, classrooms work, sending e-mails, and doing research on digital

record.

Many researchers regarding information technology skills had been conducted globally

people possess different information technology knowledge and skills depending upon

the demand of the country Simsek; (2008). Depending up different social, culture, and

2
education, student in united state express quite positive attitude towards information

technology , computers, whereas few country like Kuwait , Bermuda were much less

positive Nai, Kirkup and hogson (2001). Investigated the differences in use of an attitude

towards the internet in computers by Chinese’s and British students. Chinese’s students

were less knowledgeable about the information technology as compared to British

students. This variation is in fact due to cultural and set characteristics of the students in

each country.

Advertisement on internet is almost roughly 38 years old. It started in the middle of 1969-

70 as an investigational project of the Defense Advanced Research Project Agency

(Darpa, Ozz, (2002). That was time when internet has become a mass mean and a best

distribution channel. Now a days online business were conducted through internet, which

includes; playing games, teaching, contact, daily assignment, and office work, social

dealings.

Large number courses are delivered online using web. Macklin at el; (2002) the journey

from traditional way of delivering skills, knowledge’s being change to revolution of

information technology. Different academics and students had learned new skills on

internet so the can pass on their research Ojedokun at el; (2003) through this medium to

others.

At the movement we are experiencing and information technology revolution as there

was an Agriculture revolution and an Industrial revolution. Industrial revolution was

slower as compared to information technology revolution. There is a shift from

3
industrialism to informationlism. Indeed information technology revaluation has resulted

in great demand of IT knowledge and skills in education of Pakistan.

Information and Communication Technology in Universities

The style of learning effect the behavior and attitude of students towards education.

Research had found that the vastness and complexity of ICT and is due to the

globalization, competition, development and its fast introduction into the planet.

Institutes are bound to pass sound information technology education to their nations Ali

and proctor (2005). Computer is one of the extensively used technologies for education

and internet is a foundation to carry out online search.

Aslam (2000) reported that IT is emerging in almost every stage of human life to day,

whether industry, trade, publishing, accounting graphics, advertisement, movie-making

or office schedule there are great number of IT institutions, school, colleges, who offers a

respectable range of certificates, diplomas and online degree. These institutions are

divided into three main classes in Pakistan.

1. The government institution

2. Private institution with foreign affiliation and totally local owned

3. Operated institution

4
E-learning is another category of education and mode of learning is computer system

and internet. Students can seek long distance education due to the advancement in

information technology. Pakistan universities also offer long distance education with

the help of various medium such as radio, television, online etc.

Allama iqbal Open University (AIOU), Punjab University (PU) and Virtual

University (VU) are playing a vital role in providing online long distance education.

All of these universities have their websites with information about schedule of online

offered courses, classes (Tahir 2001). Different software’s are available and are

provided by the universities to the students which help them in studies. Engineering

students use software’s like coral draw, system architect, electronic dictionary etc,

whereas for management students software’s on consumer behavior, attitude

measurement, spss etc are use. all these material are offered by the universities to

better understand and polish skills of the students and their respected discipline.

Moreover an important dimension of the software is how accurately the software is

responding to student needs H. Barki, J. Hartwick, (1989).

SERVICE QUALITY

Service quality is usually consider as a significant requirement and used for creating

and maintaining customer satisfaction ( Spring and Machoy, 1996). Actually better

awareness

5
 More, (1987) Customer assessments for the quality can be different between service

expectation and service performance. They projected service quality to be a job of

pre- purchased customer expectations, supposed process quality, and perceived output

quality.

Woodside at el; (1989), service quality is represented by answer to such question as:

1. Is the service delivered to the customer what they expected or different from

what they are expected?

2. Was the service they perceived approximately what they expected or better or

worse then expected?

Major studies have sought to find the criteria that contribute to evaluate service quality in

traditional service with the increasing growth of e- service quality on the web; it makes

online companies more effective and appealing and helps them to achieve higher levels

of customer satisfaction and retention.

QUALITY OF UNIVERSITY WEB

The performance of ICT (Communication speed, memory capacity and computer speed is

swiftly getting better as they had over the last thirty years. However its growth all of

sudden enable one of the furthermost technology revolution- The Internet. Formally

design as in information channel entrepreneurs feel the great power of selling stream

6
that allows surfing, choosing, and buying without scarifying the console of the home.

Businesses have taken a wise move by finding out they could communicate directly with

other traders over the internet. Moreover government agencies started delivering online

services, collecting recovery for licenses and taxes, up coming information. Usage to

computer has increased on annual bases. Internet use has also increased yearly since 1998

and on 13 months earlier to Sep 2001, a survey department of commerce found that our

26 million more people went online. The number of new inventive services is escalating

with the increase of the internet and e-commerce. One of most satisfying service is

website. The information existing on it offers different services such as searching

communicating shopping and many other functions. The term ‘’Website’’ comes from

WWW( internet is away for the delivery of goods form one place to another and work as

an point for direct access from internet. Connections, content, commerce, and community

are the core functions. University website Service quality is determining the student,

expectation of service from university. Some services can not be measured before they

are purchased or until experiencing them, such as new portals, website features etc.

students pay much attention on the useful features of their interest on the web. University

Web portal contains different factors of online services such as responsiveness, ease of

use, enhancement, transaction, reduction, service reliability, competence, accessibility,

and security, required information , e-mail, contact numbers.

Yang et al; (1989) investigates that usability, usefulness, sufficiency of information,

accessibility, and communication were considered factors of university web service.

7
There is difference between general and university web portal. General portal has

features , content to retain people where as university website contains factor’s such as

care corner, new up to date information etc.

8
 CHAPTER 2

LITRATURE REVIEW

Most of the studies conducted in the past measured website quality with the empirical

evidence, showing that website is a multidimensional construct. The mainstream of these

studies were exploratory. Zang and Von Dran’s( 1996) used Hertzberg theory of

satisfaction, dissatisfaction where hygiene and motivators were used in order to measure

the website quality having different web features. Lin and Lu (1996) measure the effect

of website quality on student’s perception and studied the website quality as a three-

dimension construct with the

1. Collection of Information,

2. Response time

3. System accessibility

By using the exploratory research methodology, the finding indicates that with the

presence of these three website quality dimensions, it could reused in the future.

9
Lin and Arnett; (2000) reported the factors that contributed to website success they use

the respondents they were webmasters of 1000 companies who purposed six

characteristics of website quality but after exploratory factor analysis only four were

executed.

1. Quality of information and service

2. System use Play fullness

3. System design quality

Aladwani and Palvia ;(2002) they also examined Website quality from a user perspective,

where students were involved as a sample in two phase. Three dimensions of website

quality were used, technical adequacy, web content, web appearance.

In first phase, reliability and validity test were conducted. In 2 nd phase of the study,

respondents were asked to fill the questionnaire in order to measure two selling and non-

selling sites. By using exploratory factor analysis four dimensions were extracted,

Technical adequacy, Content quality, and Specific content, appearance .

The hierarchical model of website quality was projected by Loiacono ; ( 1996) by having

12 first-order factors which correspond to five second-order factors. The customer

perception constitute by five distinct factors of web quality at a higher theoretical level.

The WebQual scale included usefulness, entertainment, ease-of-use, response time, and

trust. Four first-order factors (informational fit-to-task, tailored communication, online

10
completeness, and relative advantage) make a second-order dimension named as

usefulness.

Another set of four first-order factors (visual appeal and consistent image) presented a

second order factor: entertainment. Ease of understanding and intuitive operations loaded

on the third second-order factor: ease-o A lot of researchers have investigated different

perceptions about website quality (Barnes et al.,2001; Loiacono, 2000; McGoldrick et al.,

1999). The supposition is that the website is the key mean of interaction and the main

border for the web users who are always looking for information and / or services etc.

even though these suppositions The management of Manchester school has made a

instrument they called WebQual to measure website quality by using the ServQual

dimension. Instruments were developed from the data taken from focus group and

literature review. This tool was purely developed to measure the quality of university

website (McGoldrick et al., 1999). Those students responded the instrument of 22 scale

items that has used the educatural website. Number of students at the University of Bath

had made instruments that evaluate the website quality. Using focus group data and

information system literature, the tool evaluates the quality of university website (Barnes

and Vidgen, 2000). Later on the second thought was given by using of ServQuel items.

32 student samples have been used by the author to judge the quality of numerous

features of website (Barnes et al., 2001; Barnes and Vidgen, 2001). Three features of web

quality were web (navigation, appearance empathy (Barnes et al., 2001). Experiential

proof has been found by the advertising researchers (Chen and Wells, 1999; Chen et al.,
11
2002) which tells that right kind of attitude towards web are linked with three factors of

website quality. These are Entertainment, Informativeness. Users satisfaction was

measured and the effect of WebQual factors (Entertainment, Informativeness ) were

evaluated towards satisfaction. User’s moderatory positive attitude was seen towards sites

informativeness while more significant relationship exists between entertainment and

user satisfaction.

RELIABILITY

Reliability is more towards technical functioning of website and the extent to which the

site is functioning in appropriate manners ( Parasuraman et al, (1985). Basically

reliability revolves around consistency and dependability of website and helps the firm in

performing their work any time. This results an increase in credibility of firm in fulfilling

their promises by providing accurate information and record keeping in systemic order

(Berry et al.,(1985).

According to Brady, Cronin, & Brand, (2002) satisfaction explains the assessment of an

individual requirement in terms of customer expectation. Researchers investigated that

customer satisfaction towards the website will be higher if the performance is higher

followed by the expectation, and so vice versa. (Bitner, 1990; Oliver, 1980; Oliver and

Bearden, 1983; Oliver and DeSarbo, 1988; Spreng et al., 1996; Wirtz and Bateson, 1999;

12
Yi, 1993, Lin 2003, Latimore et al,. (2000).). Further illustrated that as customer

satisfaction is a cumulative construct, it is influenced not only by the performance, but

also by the reliability of the website.

Responsiveness

(Berry et al; (1985) reported that responsiveness is directly connected with readiness and

willingness of service. Responsiveness also deals with getting required information by

the customer when facing any problem ( Zeithaml et al., 2002). It basically deals with

doing the work or giving the service in no time like calling client back quickly, and how

quickly the service provider give response to the customer Customer satisfaction is very

complex problem in the success of any business online and customary. In order to

maintain good repute of organization every organization has to understand the customer

wants, need, problem regarding to it. Customer responsiveness deliberates how the

system met user needs. A total of three items were adapted from (Nidumolu (1998).

Customer wants quick process and solution for any problem and it totally depends on

how quickly, fast reactive the service is. If the service provider gives quick solution or

answer for any problem ( Bitner at el.,1990) the customer will be satisfy with the service

he is using.

13
Usability

In general, we may describe the perception of usability as the endeavor required to use a

service. For example, Nielsen (1994) suggests that usability concerns several aspects

such as the effortlessness with which the user is able of learning to control the system, the

effortlessness of memorizing the basic functions, the grade of efficiency with which the

service has been created, the extent to which error ignoring and the general satisfaction of

the customer in conditions of manageability researchers 1989 investigated that usability

has been traditionally considered a key factor for predicting intentions to use a service

( Davis et al; 2003).

In the context of usability, services are acquired by the customer for his convince in order

to perform the work efficiently and if the service is complex in nature and he doesn’t

know how to use the service he get annoyed and quite the service hence get highly

unsatisfied.

Customer satisfaction is directly and optimistically linked to higher levels of positive

word of mouth with respect to the service. Traditionally believe that a greater level of

Customer satisfaction leads to a greater degree of individual loyalty (e.g. Petrick and

Backman, 2002; Anderson and Sullivan, 1993; Hallowell, 1996; Yoon and Kim, 2000).

More over, satisfaction has also emerged as a strong forecaster of loyalty in the

perspective of the new services. (E.g. Kim and Yoon, 2004; Methlie and Nysveen, 1999).

14
Empathy/ Navigability

Empathy means the degree to which website gives kind individualized required

information, and special attention to the users. It is basically a replying system for

enhancing the interacting quality of website (Bakos, 1991. Character included in this

aspects, are mailing database, E-mails, voice chat (Chen, 2001).

Numbers of aspects of empathy are absent on web sites. Because no human

communication is there, special individual attentions are not being offered by the website.

Different designs are used by the website developer which can be adapted by their users.

This sort of web site are developed to offer users special interest, by thinking that further

a website is customized to the requirements, to get loyalty in term of user will come

again. The highly developed web portal attempt to develop a face-to-virtual-face

interface, which helps to make customer more relax. By having artificial intelligence

virtual support can help to tell recommend desired information/ service that may be

useful for the user.

Information Accuracy

Information quality holds the e-commerce content problems. ‘’ Content is king’’ is a

famous slogan (Huizingh, 2000). The primary aim of any website is to provide with

required information about services, product etc. the important task is which content

15
should be placed on website is very important (Bhatti et al., 2000) in order to attract their

target audiences.

The prime ability of any website is to provide with accurate information about service,

object, events etc. By giving the unsuitable information organizations put themselves in

danger by showing their wrong image on web. Therefore it is very important for the

companies to put main focus on the potential features that improve the quality of

information (Lin and Lu, 2000). The websites should contain required information,

accurate, and regularly updated, and this will show the degree of fulfilment of the

organization. The famous terminology in Ducoffe (1996), the only thing which does

matter is informativeness. On the other hand accurate information means both existing

content and new adding new features are updated.

Ease of Use

Barnes and Vidgen (2000) Ease of use refers to the level to which a user is sure that

system will be free from complexity. Ease of use is the most significant factor of user

satisfaction. Easily assessability is also essential for the success of any project application

(Jeong and Lambert) (2001).

Ease of use refers to the operating function of website, easily find direction, ease of

communication. Ease of use is another important element of users’ satisfaction website

quality. It is significantly important for organization application because of their difficult

16
features such as Obtaining diverse information as information is saved in many different

locations that will be challenged for users to get their desired/ required information at the

time of need from website. Tea’s (1994) suggested with Cronin and Taylor’s (1992)

findings, quality is seem to be co reference of satisfaction in the website service area.

TAM (Davis, 1989) investigate that ease of use can effect an individual’s mind set and

purpose to use website, and customer / users attitude are also affected by the web quality

(Davis, 1989; Eighmey and McCord, 1998; Liu and Arnett, 2000; Lin and Lu, 2000;

Chen et al., 2002).

Efficiency

The term efficiency mean users to get to the website search easily their desired

information about required product and service. A. K. Abd El-Aleem, W. F Abd El-

Wahed, N. A. Ismail, and F. A. Torkey, “Efficiency Evaluation of E-commerce

Websites," Proc. of the 2nd World Enformatika Conference (WEC'05), pp. 20- 23, 25-27

February 2005, ISBN 975-98458-3-0, Istanbul, Turkey).

Shebin El-Kom, Menofia uses the DEA techniques. Items used in this research of

measuring website performance are both quantified and non indicators. That might be

combined limited, connected etc. to establish the set of inputs and outputs that measure

website efficiency must be available. This research is divided into two groups. Group

one is input, having loading page time, size, different links. Group two is output by

having daily users hit the website. The tool has been used were Maximize web analyst

17
tool (exploring the chosen website for study) and second tools were web trend log

analyzer (for service log files of the website).

Satisfaction

Satisfaction has been investigated in detail by (Oliver, 1980, 1981; Johnson and Fornell,

1991; Edvardsson et al., 2000; Gustafsson et al., 2005). Initially tells in the utilization

perspective as ‘’ the mental state occurred when the feeling surround to not conformed

expectation is tied with the users pervious feelings about the utilization knowledge.

Moreover satisfaction tells a post-purchase measurement of quality given pre- purchased

expectation. Projecting on services, satisfaction might be explained as in potential user

condition that outcome from worldwide measurement of almost all the aspects that make

the users connection with the service supplier (Severt, 2002).

The perception can be divided into two different perspectives (Geyskens et al., 1999).

The first one is economic situation, such as earrings percentage obtained. And the second

idea is non-economic contentment, this idea using more emotional factor, such as

commitment fulfilling from partner side. This idea of satisfaction emphasizing on

psychological condition (Bhattacherjee, 2001). In this point satisfaction is worldwide

measurernent of attitude that produce overtime (Eshghi et al., 2007) resulting form

communication formed by the users and the companies in the association. Therefore

satisfaction is not the result of exact deal, but the worldwide measurement of the past

association between the groups.

18
 Reliability

• Complete University information

• Website contain full details of Programs
• Website contain full details of fee structure
• For website registration is needed

Empathy/Navigability

• A standard navigation bar, home button are

available
• Easy to print
• Finding your way on the web site is easy

Figure: 1 Conceptual framework of University website

Responsiveness
quality and student satisfaction
• Frequently asked question are answered
• Queries and complains are resolved within 24
hours
• Email Ids for complaints is provided

Efficiency

• Makes it easy to find what I need

• Information is well organized
• Website load its pages fast

Functionality

• Site provide quality of information

• Provide contact information
• Provides complete fee information
• Provides courses information

Student Satisfaction
Usefulness

• Increases organization productivity by

attracting more students Satisfied to visit University website
I am happy that I visited the website
• Website helped me during admission
Choice to visit website was a wise one
• Provide useful information

Ease of Use

• Easy to operate website

• Website is flexible to interact with
• It is easy to become skillful at using this
website
Web Appearance

Information Accuracy • The website displays pleasing design

• The display pages are easy to read
• Provides accurate information
• Provides updated information
Web Appearance
19
• The website displays pleasing design
• The display pages are easy to read
Figure: 1 Conceptual framework of University website quality and student
satisfaction
 CHAPTER 3

METHOLODOGY

INTRODUCTION

The methodology includes Quantitative data and likert scale is also been used.

Questionnaire was the main tool used to understand customer and student attitude and

adoption behavior towards university website. They were based on research questions,

personally filled by visiting respondents. Data was analyzed by using SPSS version 16,

Statpro and Microsoft Excel for Windows. In previous chapter, a theoretical framework

was introduced, to evaluate the customer and students satisfaction level towards

university website. Framework was based on customer and students specific factors

20
(Reliability, usability, efficiency, ease of use, information accuracy, empathy/

navigability, responsiveness) whereas satisfaction was based as a mediating variable.

APPLICATION OF THEORETICAL MODEL

Quality of web service is an important strategic aspect that can help universities in

achieving competitive advantage over other universities in term of getting more number

of students. But the measurement and maintenance of web service quality is a difficult

task due to the fact there are no standards to measure the perceptions and expectations of

the users/ students, as it varies person to person. There is such instrument that can

measure the perception/ satisfaction of students mainly towards university website.

Therefore in such service industries the level of fast growth and intense competition is

there and it is important that the quality of website must not be forgotten (Arulaz, Sumra,

2008). This study therefore investigates the level of student’s satisfaction towards the

quality of universities website services provided in Pakistan.

“To identify the students satisfaction towards university website in Pakistan ‘’

1. To explore and understand the student perception towards university website.

2. To identify which quality factors can make the university website more appealing.

To explore how to make the university website more informative

21
 Research Questions

This research intends to address the following research questions:

Q1. What factors determine the quality of university website?

Quality of website has great impact on the customer’s mind. Attitude and behavior of

a user plays an important role towards the adoption and usage of a technology. Different

researchers have widely discussed the attitude of students with respect to the university

website, and relationship between them. But scarcity of research is available on the

adoption of technology with respect to the attitude of the user, and relationship with the

technology. The acceptance of technology with accordance to benefit and behavior are

broadly discussed. The present study explores the impact of these factors (Reliability,

usability, efficiency, ease of use, information accuracy, empathy/ navigability,

responsiveness) on student’s satisfaction towards university website.

Q2. How do students distinguish a good website from a bad one?

Good website play vital role in the success of organization. It gives a competitive

edge to organization in order to get growth. This study will help the students to

differentiate between good website from bad one. This will also help whether these

above factors can enough information in choosing university for further studies.

22
Q3. Does the quality of a university website influences, student evaluation for given

information?

After distinguishing between website this study will also help to fine out what is

percentage those students that give preference to the university for taking admission

after making a wise decision. The study also tell what are the main character

variables that students finds in order to get any information and how these variables

can attract and appeal the students in changing there mind from one university to

other.

Hypothesis Development

Many researches have been conducted on satisfaction with respect to attitude of

customers as well as students towards using technology. Universities develop their

website in order to attract more number of students and make stronger relationship

with the university. But some time university website impact negatively on

students, due to they couldn’t find the information they were in searching for to

make final decision towards they career.

Therefore, it can be posited that:

23
Hypothesis 1: Website Reliability poses a positive impact towards the student’s

satisfaction.

Student’s attitude and satisfaction are two basic indicators of technology acceptance.

Behavior of the student is used to judge actual usage of the technology. It helps in

predicting the student’s intention towards a university website. Student satisfaction

depends upon his preference and judgment about the website in which he is seeking

information. Research indicates that a moderately significant relationship exists between

the student attitude and the towards preference towards a technology (Khawaja &

Manarvi, 2009). In order to test the relationship of student behavior toward satisfaction,

second hypothesis of the present study is posted:

Hypothesis 2: Responsive Website poses a positive

impact towards student’s satisfaction.

Universities adopt technologies which give reliable, trustworthy and enough information

which will be required by any student in order to get admission. This will helps in

reducing cost, and enhances organization productivity in term of getting more number of

students. Hence a strong relationship exists between student and website. More over in

service providing institutions, student’s relationship could be established through rules

and regulation which will be convenient for students just to win their trust. This

24
relationship gets stronger if student feels that the service provided is being loyal with us.

Hypothesis 3: website Navigability poses positive impact towards student’s

satisfaction.

Student’s satisfaction totally depends upon what percentage university fills full student’s

requirements. If university is providing all the necessity which the students are requiring,

this can create a strong relationship with university and that how the students become

loyal with them.

Hypothesis 4: website responsiveness poses positive impact towards student’s

satisfaction.

Website is easiest way of gathering information. If website respond in proper order the

way customer, students wants they will be more then happy and will willing wants spend

more time on website for examine properly.

Hypothesis 5: website efficiency poses positive impact towards student’s satisfaction.

Efficiency means how fast the website works. In this competitive era every organization

wants to become best so they make their website perfect in term of give desire

information efficiently.

25
Hypothesis 6: website ease of use poses positive impact towards student’s

satisfaction.

Using Website is a difficult task. Because every website contains different features which

perform different function in order to tell about the organization. If website is easy to use

that creates strong relationship with the students. Students can easily get the information

which is required to them.

Hypothesis 7: website information accuracy poses positive impact towards student’s

satisfaction.

Website must contain accurate information in order to develop trust of students. When

student wants to get any information regarding admission if they get the desire

information that creates positive image of university students feel secure.

Hypothesis 8: website usability poses positive impact towards student’s satisfaction.

Website usability can be use as a main tool that university can use in order to give overall

university view that how simple and easy we are, that’s how the students come to know

their system is not complicated and they get all the information which is required easily

which poses the positive impact on students and they think that website usability is not

complex respectively.

26
Sample selection

Present study was conducted in only education sectors: Educational universities. The respondents

participated anonymously. One and half month time was set for collection of data. Five

educational universities were: Iqra University, Fuji Foundation University, and U CAT, Fatima

Jinnah University, NUML University.

Five universities of Islamabad/ Rawalpindi were selected. In this case, researcher visited

personally, and handed over the questionnaire to the respondents. The sample comprised of 300

respondents. The overall response rate was 89.33%.

Survey instrument:

The data was collected by a questionnaire which has been made fresh having 10 quality

characters in order to measure the university website. Each quality character

contains 4 to 5 questions and respondents are ask to express their opinion from

strongly disagree to strongly agree

27
 CHAPTER 4

DATA ANALYSIS AND INTERPRETATION

Scale reliability

Reliability is the continuity of your measurement, or the degree to which an instrument

gives same result each time it is used under the same condition with the same

subjects. In short, it is the repeatability of your measurement. A measure is

considered reliable if a person's score on the same test given twice is similar. It is

important to remember that reliability is not measured, it is estimated.

Reliability analysis helps in studying the calculation of the given measures and provides

information about relationship between items in the scale. Calculated cronbach Alpha is

0.881, showing that the scale is highly reliable.

28
 Cronbach's
Alpha

.881

Scale Reliability Item Wise

Cronbach's
Item Alpha

Website contain a complete overview of the University information 0.879

Website contain full details of Programs 0.877

The user can have information without Web site registration 0.883

Website contain full details of fee structure 0.875

A standard navigation bar, home button are available on every page 0.882

It is easy to print from the Website 0.881

Finding your way on the web site is easy 0.875

Information is provided to frequently asked question and answer 0.878

Queries and complains are resolved within 24 hours 0.877

An email address for queries and complaints is provided 0.877

The site makes it easy to find what I need 0.876

Information at the site is well organized 0.875

Website load its pages fast 0.878

The site provide quality of information 0.876

The site provide contact information 0.878

29
The site provide complete fee information 0.878

The site provides courses information 0.875

This website increases organization productivity by attracting more students 0.878

This website made it easier for me to select University for admission 0.875

This website is useful for providing information 0.875

Leaning to operate this website is easy 0.88

This website is flexible to interact with 0.879

It is easy to become skillful at using this website 0.879

The web site provides accurate information 0.88

The web site provides updated information 0.875

The web site provides information in appropriate format. 0.876

The website displays visually pleasing design 0.876

The website is visually appealing 0.875

The display pages within the website are easy to read 0.877

I think I did the right thing by visiting University Web site 0.876

My choice to visit University Web site was a wise one 0.876

I am happy with my decision to visit University Web site 0.875

Table 4.2 scale reliability

30
 DESCRIPTIVE ANALYSIS

Descriptive statistics are used to describe the core features of the data in a study. They
provide normal summaries about the sample and the measures.

Mean

Reliability 3.5784

EMPATHY 3.6418

Responsiveness 2.3350

Efficiency 2.6352

Functionality 2.8181

Usefulness 2.6095

Ease of use 2.6733

Accuracy 2.6260

Appearances 2.5638

Satisfaction 2.7090

Table 4.3: Descriptive Analysis

Fig 4.3 is showing the mean value of all the quality character. Reliability is 3.5784 which

show students feels information given on the website is not much reliable. But if we see

31
the empathy is slightly high is liking that’s why the mean is 3.64. But website is not

responsive at all they calculated mean value is 2.3350. Student’s efficiency is also not good the

mean value is 2.6352. Functionality of website is also not impressive they find it difficult the

mean value is 2.8181. The quality of information given on website and the features are also

difficult not good in term of usage. The calculated mean value is very low 2.6095. On the other

hand information accuracy on the website is also not good the mean value is 2.6260. Now web

appearance is not attractive as well in order to attract new students the mean value is 2.5638. Now

the mediating variable overall students Satisfaction is 2.7090 which is very less this means that

students are not fully satisfied with the information given on the university website.

ITEM WISE

Item Mean

Website contain a complete overview of the University information 3.51

Website contain full details of Programs 3.51

The user can have information without Web site registration 3.73

Website contain full details of fee structure 3.56

A standard navigation bar, home button are available on every page 3.63

It is easy to print from the Website 3.53

Finding your way on the web site is easy 3.77

Information is provided to frequently asked question and answer 2.99

Queries and complains are resolved within 24 hours 2.90

An email address for queries and complaints is provided 3.35

The site makes it easy to find what I need 3.40

Information at the site is well organized 3.34

Website load its pages fast 3.50

32
The site provide quality of information 3.38

The site provide contact information 3.54

The site provide complete fee information 3.44

The site provides courses information 3.63

This website increases organization productivity by attracting more students 3.31

This website made it easier for me to select University for admission 3.31

This website is useful for providing information 3.63

Leaning to operate this website is easy 3.46

This website is flexible to interact with 3.42

It is easy to become skillful at using this website 3.42

The web site provides accurate information 3.37

The web site provides updated information 3.34

The web site provides information in appropriate format. 3.53

The website displays visually pleasing design 3.21

The website is visually appealing 3.27

The display pages within the website are easy to read 3.64

I think I did the right thing by visiting University Web site 3.46

My choice to visit University Web site was a wise one 3.45

I am happy with my decision to visit University Web site 3.65

Table 4.4: Determine Descriptive Analysis

`Regression analysis

Regression was carried for

33
Evaluating impact of nine quality characters on student satisfaction FIG 4.5

Mode R R Square F Sig

1 .552 .304 6.026 0.00

Table 4.5: Regression Analysis

1. Exemplifies that as R=55%, so a moderate relationship was present between nine

determinants (Reliability, Efficiency, Responsiveness, Empathy, Usefulness, Ease of use,

satisfaction, Usability, Information accuracy) and student satisfaction.

2. Taken as a whole model explains 30% variation only. Hence 30% variance in student

satisfaction has been explained by the eight independent variables (Reliability,

Efficiency, Responsiveness, Empathy, Usefulness, Ease of use, satisfaction, Usability,

Information accuracy)

34
3. F statistics depicts that the variation explained by the model was not by chance it really

exist.

Standardized
Coefficients

Model Beta t Sig.

1 (Constant) .620 .536

Reliability -.027 -.309 .757

EMPATHY .125 1.507 .134

Responsiveness .045 .523 .602

Efficiency .153 1.625 .107

Functionality .135 1.481 .141

Usefulness .025 .282 .778

Ease fuse .137 1.675 .096

Accuracy .090 .969 .334

Appearance .182 1.996 .048

Table 4.6: Standardized Coefficients

4. Depicts tabulated and calculated values. Tabulated value and calculated value

helps in assessing each variable unique contribution towards the prediction of

dependent variable. When tabulated value is greater than calculated value a

significant relationship exists between dependent variable and independent

variable and so vice versa. In Present research Reliability (t= -.309 > .757< 0.05)

and Empathy (t=1.507 < .134 < 0.05)and Functionality (t=1.481> .141< 0.05)

35
possess negative which shows that students are not satisfy from them but the only

thing that make the students satisfy is Web Appearance

(1.996< 0.48 >0.05) has relationship with dependent variable i.e. student satisfaction

towards university website.

36
 CHAPTER 5

FINDINGS

1. In this study, satisfaction of the students towards university websites was

calculated by incorporating the impact of website features that university give as

an helping hand. Each variable was estimated on the basis of its items. As a result

of a complete assessment of all the constraints and methodology adopted above,

the following findings have been made:

2. Reliability of university website is very important in term of giving information

when ever users want. It should be available every time. In this research students

are not satisfy with the reliability of the university website.

37
3. Empathy should be shown in the website in order to gain students trust. But in this

research which is been conducted from almost 5 top universities students are not

happy at all from the website and they disagree that there is no empathy at all.

4. Responsiveness is one main quality character in measuring students’ satisfaction.

But unfortunality students are disagreeing because they think website are less

responsive in giving any result.

5. Ease of use is also not been shown in any website .some time it takes so long to

find out the exact information which is required to the students. So they are

disagreeing here also. The university needs to make easy and possible every

feature of the website.

6. Usability is also main a factor because it tells that how easily students can use

website without putting much effort. Here in Pakistan the students are not

agreeing at any point because they find out website is difficult to operate.

7. Information accuracy of website is not impressive because the information given

on the website some times become totally different as actual. So they don’t

believe on that this point is also against positive impact and student’s satisfaction.

It won’t make stronger relationship between students and universities.

38
8. University website should be useful for every one who is looking for any kind of

particular information. If they students find out that the university website is

useful in term of information facilities etc. this also creates positive image of the

university. But in finding there is less satisfaction of students because they think

university website contains less useful information.

9. Now the students are only satisfied with the appearance of website. They think

university website is attractive and can appeal students very well. But if we see

the overall satisfaction students are not happy to the quality of website. The

website is not up to their expectation they want some thing more extra that will

satisfy them in term of overall quality.

10. In Pakistan there was a steady rise in the number of universities in the era 2000 to

2010. However a prominent growth was observed after 2002, due to the increase

in awareness and knowledge identified towards different types studies that has

been introduce in Pakistan.

11. Due to increase in the number of courses and universities, a extraordinary rise in

the numbers of students was also observed. Especially the study after 2nd grade

students who are interested doing bachelor degree or masters degree they found

39
 university website be more convenient and quick medium of getting information

about universities is seen from 2002-2010.

12. Now a day website is become a basic need of every student. Before taking

admission they search for the most suitable university for their up coming career.

Universities have made their website in order to give accurate information which

poses positive impact on student.

13. The service has been introduce in Pakistan in 2003 when there is slightly rise and

awareness about information technology.

14. Research findings indicate that student satisfaction was not influence student to

take admission in the university only by checking the university website. But the

information might influence the student decision. However students refer these

facilities and they think website is reliable and fastest mode of getting

information.

15. Perceived Ease of use and Experience of technology were major factors of

student’s attitude and behavior by using website that fulfill their requirements.

40
16. Unreliability, due to website got shutdown for maintancence that creates big

barriers in developing strange relationship. In this study different quality character

has been used that can identified students preference. Students can get easily all

the information which they will be needing in getting information for admission.

17. Responding speed of university website could be the major benefit that university

can use as a competitive edge for them. Just one click and gets all the information

that has been required from website.

41
 Research questions

Certain research question and hypothesis were suggested, which incorporate certain

findings. These findings imparted by the research are explained below:

First Research Question

To identify which quality character (Reliability, usability, efficiency, ease of use,

information accuracy, empathy/ navigability, responsiveness) has major impact over

satisfaction of student by using university website.

University website is one the easiest way fastest way of attracting students. And here are

some quality variables they can measure what kind of website student wants and expect

from the university. The results have been conducted of this variable which shows how

much dependant variable can affect independent variable. Study specifies that there is

only one quality character that some how satisfy the students the mean value is (1.996 >

0.48 < 0.05) this is satisfactory and hypothesis 5 is accepted.

42
HI: Website Reliability poses a negative impact towards the student’s satisfaction.

As result shows students are not satisfied with the website reliability as they think every

time when they get on the university website they find different result or sometime they

get nothing. Fig 4-6

H2: Website Responsiveness poses a negative impact towards student’s satisfaction.

Students are also not satisfied with the responsiveness of the website they don’t find the

website give answer quickly or react responsive. That why the mean value is very low as

compared to the slandered value. Fig 4-6

H3: Website Navigability poses a negative impact towards student’s satisfaction

Website navigability also fails to satisfy students. When they log on to university website in order

to get information regarding any particular issue they are facing. They couldn’t find the way to

reach to the exact point or information. Fig 4-6

H4: website ease of use poses negative impact towards student’s satisfaction

In order to use university website it should be easy in term of usage. Students don’t want

that when they use university website they find difficult features which they can’t

43
understand and fail to use website. This also poses negative impact that’s hwy got the

calculated mean value very low. Fig 4-6

H5: web appearance poses positive impact towards student’s satisfaction

Only the web appearance poses positive impact on student’s satisfaction. Students are

agree university website they visit for getting information are attractive and appealing

and they carried away students which can make their mind in getting admission in they

university. So they are agreeing university websites has positive impact of student’s

satisfaction.

H6: website information accuracy poses positive impact towards student’s

satisfaction.

Information accuracy is one the important factor which reflect university image. Is this

study students are not satisfied with the information that has been given on the website

for their assistance. Students disagree and they don’t find website information as

accurate, so students are disagree with this. Fig4-6

H7: website efficiency poses negative impact towards student’s satisfaction.

44
University websites are not efficient in term of execution of any operation. Students are

not satisfied with website efficiency when ever they entered any query they won’t get

quick answer so they have to wait for that for a long while. That make their minds that

university website is not efficient. So the calculated mean value is very low which make

this unsatisfied. Fig 4-6

H8: website usability poses positive impact towards student’s satisfaction.

Students find difficulty in using different features of university website. Students put

great effort for finding any thing which is related to their needs. They are not satisfied

with the website usability. That why the mean value is very low. Fig 4-6

Second Research Question

How do students distinguish a good website from a bad one?

Now after conducting this research it is very clear that students must use university

website for getting information, but they look into all the aspects of the website as been

given in this study these are few measures which students can use to easily distinguish

between good website and bad one (Reliability, usability, efficiency, ease of use,

information accuracy, empathy/ navigability, responsiveness). The calculated mean is

also given. FIG 4-6

45
Third Research Question

Does the quality of a university website influences, student evaluation for given
information?

Yes that’s true because students use university website for the sake getting correct

information in order to take admission. But sometime when university given wrong

information and student come know about it which influence them badly and that leads to

dissatisfaction. So as this study shows how students evaluate the university, and by the

help of information given on the website. The Fig 4-6 clearly shows that which quality

dimension students like on university website and which they dislike, how and what

percent these quality dimension influence students decision for taking admission. This

study shows that university website poses great influence on students and with the help of

given information they evaluate the overall university system.

46
 CHAPTER 6

CONCLUSION

Now a day in this competitive environment every organization wants to look different to

get Competitive edge to win the race of growth. But for that organization need to

work hard and make them unique. As IT got boost in Pakistan organizations start

using IT in their business and start getting benefit out of it, e.g. email, information

etc.

In this study we the result we got was not satisfactory. We use nine quality dimensions

(Reliability, usability, efficiency, ease of use, information accuracy, empathy/

navigability, responsiveness). With the help of these quality variables we try to find out

what factors can university use in order to make their website more attractive, appealing,

and informative in order to attain good inflow of students. Because when ever students

wants to take admission for further studies they simply log on to the university website

for information.

47
The students check almost all the features of the website. Because they believe that good

university website reflect its university system. They also believe website should be

reliable every time, gives quality information, fast, responsive, easy to use which poses

positive impact.

But in this study the response got from the students are not satisfactory because the

quality dimension used in the study was rated very low. At the present situation students

are not satisfy with the university web quality because they couldn’t find any useful

information which is just wastage of time for them. Students look a lot of things as in

Website features and then evaluates the website through that. If the website is according

to their expectation they will like or else get dissatisfy.

The only thing which students like is web appearance which means the universities only

investing on the appearance and do not give attentions to the other characters of the web.

That what happened in this study. All the variables (Reliability, usability, efficiency, ease

of use, information accuracy, empathy/ navigability, responsiveness) got very less mean

value so that means they are not satisfied with overall quality dimension but he only

factor they found satisfying is web appearing. The university needs to work hard in

improve their website features not give attention to few features but they need to keep in

mind overall quality dimensions which purely satisfied the overall needs and wants of

students.

48
IMPLICATION

The implication that arose from those findings is that these nine are the factors

(Reliability, usability, efficiency, ease of use, information accuracy, empathy/

navigability, responsiveness) which play an vital role in developing university website.

However the scope of the study is limited to the literature review of essential factors on

university website service. In future further research can be conducted by using these

factors. With the help of these quality dimensions we can check the website quality of

any website. In above discussion it is reveled there are similarities in customer perception

and evaluation criteria.

Although the study is conducted with university website service the results could be

apply equally well to the measurement of web service quality in other web base services.

Future research in other services could also use in this study as a starting point to further

validate the findings

LIMITATION

49
The finding of this research also has its limitation. There wasn’t a good response from

students due to lack of time and their busy schedule. In descriptive study there are many

aspects that are still remain undefined and hence giving basis for the further research to

be conducted. The sample size was limited as well because some students were not

willing to participate in questionnaire filling.

50
 CHAPTER 7

REFERENCE

1. Oliver (1980) Understanding Attitudes and Predicting Social Behavior,

Prentice-Hall, Englewood Cliffs, NJ,1980.

2. Sauprenant (1992) Developing and validating an instrument for measuring

user-perceived web quality, Information & Management 39, 2002, pp. 467–

476.

3. McKinney (2002), W. Gerbing, Structural equation modeling in practice: a

review and recommended two-step app Churchill (1992) explored

Satisfaction as a preference evaluation

4. Roach, Psychological Bulletin 103 (3), 1988, pp. 411–423.

5. Khalifa , Liu (2003) The self-regulation of attitudes, intention, and

behavior, Social Psychology Quarterly 55 (2), 1992, pp. 178–204.

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6. Simsek, R.T. Vidgen, Assessing the quality of auction websites, in:

Proceedings of the Hawaii International Conference on Systems Sciences,

Maui, Hawaii, 4–6 January 2001.

7. Nai, Kirkup, & Hogson, An integrative approach to the assessment of e-

commerce quality, are working paper, Center for Information Management,

University of Bath, Avon, UK, 2001.

8. Macklin (2002) an evaluation of cyber-bookshops: the WebQualTM method,

International Journal of Electronic Commerce 6 (1), pp. 11–30.

9. Ojedokun, Owolabi, S.J. Barnes, WebQual: an exploration of website

quality, in: Proceedings of the Eighth European Conference on Information

Systems, Vienna, Austria, 3–5 July 2003.

10. K. Blanck, NPD reports soft sales for US apparel industry in 2000, March

2001, http://www.npd.com/press/releases/ press_010319.htm.

11. D.A. Dillman, Mail and Telephone Surveys: the Total Design Method,

Wiley, New York, 1978.

12. M. Duff, Apparel: online apparel grows out of baby clothes fast, Discount

Store News 38 (23), 1999, pp. 15.

13. Aslam, K.G. Jo¨reskog, D.W. So¨rbom, LISREL 8 User’s Reference Guide,

Scientific Software International and IT, Inc., Chicago, 1996.

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14. Barki, Hartwick, Lin, H. Lu, Towards an understanding of the behavioural

intention to use a website software International Journal of Information

Management 20, 1989, pp. 197–208.

15. C. Liu, K.P. Arnett, Exploring the factors associated with website success in

the context of electronic commerce, Information & Management 38, 2000,

pp. 23–33.

16. E.T. Loiacono, WebQualTM: a website quality instrument, Doctoral

dissertation, University of Georgia, Athens, 2000.

17. E.T. Loiacono, D.O. Chen, D.L. Goodhue, WebQualTM revisited: predicting

the intent to reuse a website, in: Proceedings of the Eighth Americas

Conference on Information Systems, Barcelona, Spain, 15–18 December

2002 COPPEL, J., 2000, E-commerce: Impacts and policy challenges, OECD

-Economics Department Working Papers no. 252, httD://oecd.org:/eco/eco.

18. GROVER, V. et al., 2001, E-Commerce and the Information Market,

Communications of the ACM, vol. 44, no.4, April, 79-86. 29. ISO, 1987, ISO

9000, Quality management and quality assurance standards, International

Standards Organization.

19. Hertzberg (2002) Develop theory of satisfaction, Dissatisfaction for customer

20. ISO, 2001, ISO/IEC 9126-1, Software engineering - Product quality -Part 1:

Quality model.

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21. IVORY, M. Y. et al, 2001, Empirically Validated Web Page Design Metrics,

SIGCHI, March 31-April 4, Seattle, W A, USA.

22. LIMA, Woodside. et al, (1989), Evaluating Web sites for an educational

environment target for cardiology, The 3rd European Software Measurement

Conference -FESMAAEMES, Madrid, September.

23. Yang et al., (2000) Designing Web Usability, News Riders.

24. Lin, Lu, OLSINA, L. et al., 1999c, Specifying Quality Characteristics for

Web Sites, ICSE99 Web Engineering Workshop, Los Angeles, US.

25. PRAHALAD, C. K., KRISHNAN, M. S., 1999, the new Meaning of Quality

in the information Age, Harvard Business, September /October, 109-118.

26. ROCHA, A. R. C., 1983, A Model for Quality of Specifications Evaluation,

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intercom.com

28. TAUSWORTHE, R. C., 1995, Software quality management through process

and product modeling , Annals of Software Engineering 1, 119-139.

29. ZIMMERMANN, H. J., 1991, Fuzzy Set Theory and Its Applications,

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30. http://www.allbusiness.com/...Shebin El-Kom, Menofia, Egypt, 32511

54
 CHAPTER 8

APPENDIX

QUALITY FACTORS FOUND BY DIFFERENT SCHOLARS

ARTICLE: Software products evaluation system: quality models, metrics and processes
international standards.

JOURNAL: Information & software technology

VOLUME: 38

YEAR: 1996

PAGE: 145-154

Quality Attribute STATUS

Functionality YES

Reliability YES

Usability YES

Maintainability YES

Efficiency YES

Portability YES

55
ARTICLE: Calibration of software quality

JOURNAL: Neurocomputing

VOLUME: 36

YEAR: 2001

PAGE: 149-170

Quality Attribute STATUS

TOTAL

Reusability YES

Comprehend YES

Reliability YES

Robustness YES

Maintenance YES

56
ARITCLE: The impact of user review on software responsiveness

JOURNAL: Information & management

VOUME: 45

YEAR: 2008

PAGES: 203-210

Quality Attribute STATUS

Reliability YES

Portability YES

Maintainability YES

Usability YES

Responsiveness YES

ARITCLE: An investigation of use case quality in a large safety- critical software development
project

JOURNAL: Information & software technology

VOUME: 51

57
YEAR: 2009

PAGES: 1688-1711

Quality Attribute STATUS

Functional YES

Redundancy YES

Completeness YES

Consistency YES

Ambiguity YES

Readability YES

Level of abstraction YES

Maintainability YES

Verifiability YES

ARITCLE: An empirical analysis of the impact of software development problem factors on

software maintainability.

JOURNAL: The journal of system and software

VOUME: 82

YEAR: 2009

PAGES: 981-992

58
Quality Attribute STATUS

Analysability YES

Changeability YES

Stability YES

Testability YES

Maintainability YES

ARITCLE: The impact of software process standardization on software flexibility and project
management performance.

JOURNAL: Information and software technology

VOLUME: 50

YEAR: 2008

PAGES: 889-896

59
Quality Attribute STATUS

Software process SD YES

Software Flexibility YES

Project Performance YES

ARITCLE: Empirical investigation of refactoring effect on software quality

JOURNAL: Information and software technology

VOUME: 51

YEAR: 2009

PAGES: 1319-1326

Quality Attribute STATUS

60
Adaptability YES

Maintainability YES

Understand ability YES

Reusability YES

Testability YES

USAGE RESULT TOTAL

Functionality 2

Reliability 3

Usability 2

61
Maintainability 6

Efficiency 1

Portability 2

Reusability 2

Comprehend 1

Robustness 1

Responsiveness 1

Redundancy 1

Completeness 1

Consistency 1

Ambiguity 1

Readability 1

Level of abstraction 1

62
Verifiability 1

Analysability 1

Changeability 1

Stability 1

Testability 2

Software process SD 1

Software Flexibility 1

Project Performance 1

Adaptability 1

Understand ability 1

63
 Questionnaire Format

Cronbach's Alpha

.881

Introduction A brief describing that who to fill the questioaire

Section 1 Respondents ( Students) Part

Section 2 Questions to be answer

Reliability Statistics

64
 Regression Analysis

Mode R R Square F Sig

1 .552 .304 6.026 0.00

Descriptive Analysis and Factors Used

Mean

Reliability 3.5784

EMPATHY 3.6418

Responsiveness 2.3350

Efficiency 2.6352

Functionality 2.8181

Usefulness 2.6095

Ease of use 2.6733

Accuracy 2.6260

Appearances 2.5638

65
 Mean

Satisfaction 2.7090

QUESTIONNAIRE

Please take a few minutes to complete this survey. We are conducting a

research on the satisfaction level of the student towards university website.
We have selected your institute, your specific answer will be completely
anonymous, but your views, in combination with those of others, are
extremely important. So your response will be very valuable to us.

1 2 3 4 5

Strongly Disagree Neutral Agree strongly

Disagree Agree

1: RELIABILITY: (please circle one number for each statement)

66
Website contains a complete overview of the University information…....1…….2.........3...........4……..5

Website contain full detail of programs ………………….…………….....1…….2.........3...........4……..5

The user can have information without Website registration......................1.........2.........3...........4……..5

Website contain full detail of fee structure…………………………..........1.........2.........3...........4……..5

2: EMPATHY/ NAVIGABILITY: (please circle one number for each statement)

Standard home button is available on every page........................................1.........2.........3...........4…......5

It is easy to print from the website………………………………………...1.........2.........3...........4……..5

Finding your way on the website is easy......................................................1........2.........3...........4……..5

3: RESPONSIVENESS: (Please circle one number for each statement)

Information is provided to frequently asked question and answer………. 1........2.........3............4.........5

Queries and complains are resolved within 24 hours……………………..1........2.........3............4.........5

An email address for queries and complaint is provided.............................1.........2.........3...........4..........5

4: EFFECIENCY: (Please circle one number for each statement)

The site makes it easy to find what I need……...........................................1........2…….3...........4..........5

Information at the site is well organized…..................................................1........2…….3...........4..........5

Website load its pages fast…………………...............................................1........2…….3...........4..........5

5: FUNCTIONALITY: (Please circle one number for each statement)

67
The site provide quality of information…………………………………..1..........2........3............4.........5

The site provide contact information……………………………………...1.........2.........3............4.........5

The site provide complete fee information………………………………..1.........2.........3............4.........5

The site provides courses information…………………………………….1.........2.........3............4.........5

6: USEFULNESS: (Please circle one number for each statement)

This website increases organization productivity by attracting

more students...............................................................................................1.........2........3............4.........5

This website made it easier for me to select University for admission........1.........2........3............4.........5

This website is useful for providing information……………….................1.........2….....3...........4.........5

7: EASE OF USE: (Please circle one number for each statement)

Learning to operate this website is easy.......................................................1........2..........3...........4.........5

This website is flexible to interact with..................................................... 1.........2.........3............4.........5

It is easy to become skilful at using this website.........................................1.........2.........3............4.........5

8: INFORMATION ACCURACY: (Please circle one number for each statement)

The website provides accurate information……………….........................1.........2.........3............4.........5

The website provides updated information………………..........................1.........2.........3............4….....5

The web site provide information in appropriate format.............................1.........2.........3............4.........5

9: WEB APPEARANCE: (Please circle one number for each statement)

68
The web site displays visually pleasing designs………………..................1.........2.........3............4.........5

The website is visually appealing ………………………………….......... 1.........2.........3............4.........5

The display pages within the website are easy to read ................................1........2.........3.............4.........5

10: SATISFACTION: (Please circle one number for each statement)

I think I did the right thing by visiting University Web site………………1…….2……3……….4….....5

My choice to visit University Web site was a wise one……………….…..1…….2……3……….4….....5

I am happy with my decision to visit University Web site………………..1……..2……3……….4……5

THANK YOU

69