Assessment of the Quality of Electronic Administrative Services in a Greek Higher Education Institution: Α Case Study

Abstract

The basic aim of this paper is to investigate the perceptions, attitudes and experiences of the students of the Department of Primary Education of the University of the Aegean regarding the quality of the provided services to them by the Secretariat of Administrative Electronic Services. The survey was conducted during the second semester of the academic year 2016-2017 with the use of an anonymous written questionnaire which was completed by 128 undergraduate students of the Department of Primary Education of the University of the Aegean. The results of the survey show that students primarily consider as the most important service for them the department’s website and the service Studentsweb. The least important service for them is the communication platform uniway for mobiles. Also, the degree of satisfaction with electronic administrative services is related to the criteria: availability, ease of use, good organization, responsiveness of services to the needs and expectations of students, and the degree of information. Moreover, problems such as "Mistakes about courses’ grades" and "Unsuccessful academic books’ registration" appears to have a negative impact on the degree of satisfaction of students with the corresponding services in which the problems occur. The findings of this research can be useful to the administrative staff and faculty of the University of the Aegean as they reveal the dimensions of electronic administrative services that are important and effective and satisfy or create problems for students.