Abstract
ABSTRACT This study aimed to identify the gap between the expectations of website developers and users regarding the quality of services provided through information technology or network services (e-service quality) in a hospital environment and to discover the major causes of this gap. The study methodology included two stages. In the first stage, an analytic hierarchy process (AHP) questionnaire based on e-service quality theories was used to identify the gap between ‘website developer−expected e-service quality’ and ‘user−expected e-service quality’ In the second stage, a series of in-depth interviews with website developers at hospitals was conducted to understand the causes of the gaps. Seven causes of e-service gaps between website developers’ and users’ expectations of website quality were identified: purpose, perception, professional skills, equipment, responsibility, perspective, and differences in habits. Moreover, this research explores the positive and negative directions of the gaps.
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