Measuring Website Quality using Service Quality and User Satisfaction Dimensions: A Conceptual Framework
- 1 Institute of Technology Management and Entrepreneurship, Universiti Teknikal Malaysia Melaka, Malaysia
- 2 Centre for Languages and Human Development, Universiti Teknikal Malaysia Melaka, Malaysia
- 3 Department of Computer Science, Instituted of Applied Technology, United Arab Emirates
- 4 Department of Human Development, Universiti Teknikal Malaysia Melaka, Malaysia
Abstract
The study aimed to develop a conceptual framework for measuring the website quality of public sector organizations through users' feedback on service quality and satisfaction. The methodology involved a full review of previous studies on website quality service quality user satisfaction and website quality evaluation models. The review highlighted the need for further research to explore public organizations’ website quality from users' perspectives. A conceptual framework was proposed to explore website quality using sequel and user satisfaction models.
DOI: https://doi.org/10.3844/jcssp.2022.674.686
Copyright: © 2022 Mohammed Ali Albalushi, Zanariah Jano, Indra Devi, Ashraf Abazeed and Maktoum Alkaabi. This is an open access article distributed under the terms of the
Creative Commons Attribution License, which permits unrestricted use, distribution, and reproduction in any medium, provided the original author and source are credited.
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Keywords
- Service Quality
- Public Agency
- UAE
- User Satisfaction
- Website Quality