Weaknesses and strengths of online marketing websites

Quality of Experience (QoE) is a crucial guiding factor for network management of an end-to-end service session. The network provider can control the resources allocated to sessions and in doing so, influence the Technical Quality (TQ), which covers the technical aspects of signal quality during the session. On the other hand, the network provider has no control over the Content Quality (CQ), which pertains to the user's level of interest in a particular video. Together TQ and CQ influence the Overall eXperience (OX) in a session. In this paper, we present results from a user subjective study in which the impact of TQ and CQ on OX was investigated for Over-The-Top (OTT) video sessions from the perspective of a network provider. This perspective places a focus on those elements of QoE that can be controlled by the provider. Various studies have shown that very high interest in a content can strongly influence QoE independent of other factors, so our study uses videos that are neutral with respect to content. We assess the TQ, CQ and OX for video sessions that contain Integrity impairments (in the form of image freezing) and failures in terms of session Accessibility and Retainability. Our findings indicate that TQ and CQ have a strong impact on OX in the presence of impairments, but no failures. On the other hand, TQ is the main determinant of OX when failures are present.

The purpose of this study is to investigate the effect of key quality attributes in the audit context on supervisory directors’ assessment of audit quality. To this end, we identified, through survey questionnaires, audit quality attributes and dimensions (in terms of both their technical and service dimensions) based on the perception of supervisory board members in a sample of large and medium Dutch corporations. Factor analysis of the audit quality attributes produced four quality dimensions related to the core outcome of the audit service (auditor competence and independence) and five quality dimensions related to the relational (service) aspect. The paper, further, discusses the influence of these quality dimensions on the assessment of overall audit quality. The findings indicate that the technical and functional quality dimensions identified in this study do influence supervisory directors’ perception of overall audit quality. The findings have both theoretical and policy implications. Our emphasis on supervisory board members, as current de jure and de facto clients of auditors, is a unique contribution of this study. Keywords: Service Quality, Audit Quality, Supervisory Directors, Functional Quality, Technical Quality, Auditor Independence, The Netherlands To cite this document: Asmerom Atewebrhan Ghebremichael, "Determinants of Audit Service Quality Perceptions of Supervisory Directors in Dutch Corporations", Contemporary Management Research, Vol.14, No.1, pp. 53-84, 2018. Permanent link to this document: http://dx.doi.org/10.7903/cmr.18037

The purpose of this study is to assess the technical (output) and functional (process) quality of mobile services, as well as the role of corporate image as a mediator between technical/functional quality perceptions and overall quality assessment of mobile services. Grönroos’s service quality model is used as the conceptual base of the study. Technical quality was operationalized through two sub-dimensions: baseline network quality and augmented technical quality. The SERVPERF framework was used in the operationalization of the functional quality. A quantitative survey was conducted with (n = 414) customers of the telecommunication operator in B&H. The results suggest that corporate image mediates the effects of (1) two functional quality dimensions (tangibles and assurance) and (2) both technical quality dimensions on the overall service quality assessment. The core technical quality dimension (network) is also directly related to overall service quality perception. A discussion of the results and their implications for theory and practice is then presented.

ABSTRACTNumerous models on perceived service quality are discussed in literature besides SERVQUAL including technical and functional quality model. Functional quality attributes have been well studied but studies about technical quality attributes are rather limited. This article aims to integrate existing frameworks and propose antecedents towards perceived service quality and resulting customer satisfaction. A total of 204 questionnaires were collected from the guests staying at hotels in Malaysia. Partial least squares (PLS-SEM) method was employed to test the proposed relationships. Findings from the study support the significant relationship between functional quality, technical quality, overall perceived service quality and guest satisfaction. Furthermore, the first order constructs on the designated second order constructs support that both functional quality and technical quality as second order reflective constructs with five and three first order dimensions respectively. Practical implications and limitations of the study are discussed in detail.

The objectives of this research were to 1) develop a model of an online training course on research skills using educational innovations for teachers under the Office of Vocational Education Commission in the southern region by the cooperation network of the geospatial teacher production institute, and 2) To develop an online training course on research skills using educational innovations for teachers under the Office of Vocational Education Commission in the Southern region by the cooperation network of the geospatial teacher production institutes. The research instruments were 1) quality assessment form for online training courses and 2) content and technical quality assessment form for online training courses. The sample groups for this research were 1) a total of 3 experts who selected a specific sample group for assessing the quality of the online training course model; and 2) a total of 5 experts, which selected a specific sample group for assessing the content and technical quality of online training courses. The statistics used to analyze the data were mean and standard deviation. The research results were summarized as follows: 1) The format of the online training course on research skills using educational innovation. Overall, the quality was at a high level and 2) an online training course on research skills using educational innovations developed. The content quality was at the highest and the technical quality was at the highest level.

We develop and test a scale to measure perceptions of management accounting service information and quality. We use a theoretical framework adapted from Grönroos's (1978, 1983, 1984, 1990) service quality model that relates functional, technical, and image dimensions of service to perceived overall service quality. We develop constructs related to functional, technical, and image quality using questions derived from the accounting literature regarding the desirable characteristics of accountants and their information provision services. We test our predictions using survey data from 116 experienced business professionals. Results indicate that management accounting service quality can be mapped into functional, technical, and image dimensions. Furthermore, technical quality is more important to users than functional quality, and image quality partially mediates the technical and functional quality dimensions in forming user perceptions of overall service quality.

PurposeThis paper aims to propose a high‐level structure for a global quality evaluation of a website. This structure is based on the characteristics, sub‐characteristics and attributes of three main dimensions (content, service, and technical quality) that will substantiate the development of broad website quality evaluation, comparison and improvement methodologies, according to particular sectors of activity and evaluator's perspective.Design/methodology/approachBased on the literature and the author's experience a framework is proposed for a global quality evaluation of a website.FindingsConsidering the results of some studies, as well as the systematisation of the knowledge available in several bibliographies, website quality can be grouped into three main dimensions: content quality, service quality, and technical quality. There has not yet been an evaluation methodology that focuses on these three main website quality dimensions in a broad and transversal sense.Originality/valueThe paper presents an innovative high‐level structure for a global quality evaluation of a website, based on three dimensions not previously considered together.

The quality of care from the perspective of people with Type 2 diabetes using a new model (CQMH) including three dimensions of quality in health care (Technical, Service and Customer Quality) was assessed. A cross-sectional survey with a sample of 577 people with Type 2 diabetes was conducted. Measures were self-reported adherence to national guidelines for technical quality, the Netherlands Institute for Health Services Research questionnaire for service quality and the short form of the Patient Activation Measure for Customer Quality. There was a significant gap in technical quality between what diabetes care the patients reported receiving and what was recommended in the guideline, particularly for management and lifestyle aspects. For service quality, the lowest scores were for choice of care provider and accessibility of care. The mean Customer Quality score was 64.5 (meaning higher score indicating better quality). A positive relationship was demonstrated between higher technical, service and customer quality scores, and better diabetes control status as well as maintaining continuity of care. The average Quality Index was 70.0 of a 0-100 scale. Customer Quality appears to be a useful third dimension in conceptualising quality in health care, particularly in the context of chronic disease, where good self-management can improve the outcomes of care. A high proportion of Queensland adults with Type 2 diabetes reported receiving suboptimal care in the majority aspects of provided care services as reflected in the overall Quality Index score indicating substantial room for quality improvement.

The present study investigated the common challenges of learners in the new mode of learning and their frequency, if there would be a significant difference in the performance of the participants after using Google Sites, the acceptability of the Google Sites in terms of its content quality, instructional quality, and technical quality, and the experience of the respondents in using Beyond the Classroom as supplementary material for the Third Quarter. This action research used the survey questionnaires, evaluation tool, pre-tests, and posttest as instruments in answering the research questions. Respondents were 15 Grade 8 High School learners who have internet access. Results indicated always and sometimes characterized their experience on challenges such as understanding the lessons after reading the discussion found in the modules and that there is a significant difference between the pre-test and post-test scores for lessons that are easy for them to understand and learn alone. Results also revealed that Beyond the Classroom is very acceptable in terms of its content, instructional, and technical quality, and respondents found it helpful in understanding their lessons. Finally, this study showed that learners struggle to cope with the changes in the new normal, and online supplementary material helps them understand their lessons and activities for the Third Quarter of the academic year 2021-2022.

Learning by using e-learning system at this time become an important part of university to carrying out the education. Learning by e-learning system is very supportive to conventional learning, so it is necessary to measure the success of e-learning implementation. In this article, the research model was developed by integrating. DeLone& McLean IS concept of success model and adoption model of e-learning success. The variables that used in this research is technical system quality, service quality, content and information quality, use, user perceived satisfaction, and individual impact. Data collection is by conducting surveys to e-learning users which is lecturers and students. To test the model that has been developed, conducted a survey on UPN Veteran Jakarta with the total number of respondents as many as 180 respondents and obtained 157 respondents who fill the questionnaire correctly. This research, shows both the use and satisfaction of e-learning system have an impact for individual performance. This research also found that educational system quality and technical quality are the main factors that encourage user satisfaction with e-learning system, while the use of e-learning system that influenced by content & information quality, also user perceived satisfaction for e-learning system.

Objective: Measuring healthcare quality of the big public hospital in developing countries by the functional quality by servQual instrument and technical quality of healthcare by eight dimensions Subject and Method: The study obtained feedback from patients, measure consumers’ perceptions of healthcare quality in both functional and technical quality including, using the SERVQUAL instrument with five generic dimensions (the original 22 item instruments) for functional quality to combination with the 8 dimensions for technical quality for General clinic department at Bachmai Hospital in Vietnam country. The study refers to the period from December 2013 to Jan 2014. Result: Altogether 550 persons were interviewed and 513 patients were identified by stratified random sampling. Most outpatients whose length of stay in general clinic department in the Bachmai hospital. Measuring healthcare quality by functional and technical quality. The functional quality by SERQUAL instrument with 5 items (22 score) and Technical quality item (8 score). Servqual instrument had 5 items are the “Tangible”, “Reliability”, “Responsiveness”, “Assurance”, “Empathy” including and Technical quality item’s Technical Quality; There items have highly patient satisfaction (PS) mean are 3.9196 ± 0.59615, 3.8104 ± 0.73355, 3.9532 ± 0.67188, 3.8998 ± 0.58325, 3.9513 ± 0.61043, 3.9671 ± 0.59481, respectively, and Cronbach alpha for the first construct of public are 0.824, 0.869, 0.860, 0.808, 0.847, and 0.927, respectively. After performing factor analysis, we have four elements are drawn: Factor 1 (Responsiveness) with 8 variables, factor 2 (Reliability) with 6 variables, factor 3 (Tangible) with 5 variables, factor 4 (Technical quality) with 8 variables with highly Corrected Item-Total Correlation of PS and reliability coefficient. Conclusion: Adjusted research model for the public hospital have four construct from levels of customer satisfaction about service quality is influenced by the SERVQUAL (3 items are responsivenes, reliability and tangibles with 19 scores) and Technical Quality instrument (8 scores) with total of 27 scores. The model provides feedback on the quality of a public hospital experience from the adult outpatient’s perspective at the developing nation as Vietnam country.

<p>This paper explores the digital maturity of public institutions in Bosnia and Herzegovina at all levels of government (state, entity, Brčko District, cantonal and municipal) through a comparative assessment of the technical quality, functionality and quality of the content of their official websites. The research covers five sets of criteria: technical quality, functionality, content quality, accessibility (compliance with WCAG 2.2) and user interaction.</p> <p>The research methodology combines quantitative tools - Google Lighthouse, PageSpeed Insights, GTmetrix, SEMrush, Alexa ranking and the WAVE Accessibility Tool - with a qualitative review of the structure and usability of a website. The sample includes 15 state-level institutions, 25 entity ministries, the Brčko District Government, 10 cantons and 20 municipalities/cities.</p> <p>This study examines the prevalence and level of development of technical, functional and content quality of official portals at all levels of government, and identifies the prerequisites that must be met for the further successful progress of digital government.</p> <p>The research was conducted with the aim of determining the extent to which the websites of public institutions in Bosnia and Herzegovina are adapted to the digital age: whether they use advanced functionalities such as online forms, chatbots, notification systems and how they communicate with citizens. All analyses were carried out electronically. The contribution of this paper stems from the fact that the research covers a developing country, where budgets and digital capacities are lower than in developed countries, which affects the results in terms of accessibility and advanced functionalities.</p>

In this paper we explore how memories of experience with streaming video affect Quality of Experience (QoE) indicators that are of interest to service providers and marketers. Since observations of experience are time consuming, and the effects of technical quality (TQ) are difficult to entangle from content quality (CQ), we examined the impact of a visualization methodology for assessing experiences. A study was carried out to examine how well overall technical quality (TQ) judgments for a sequence of visualized video experience (a picture of a red video playbar with yellow portions indicating disrupted video in place of actually viewed video) would correspond to overall TQ judgments made after watching a sequence of actual videos. Sequencing effects found in overall TQ ratings, made after viewing visualizations (with their overlaid disruptions) were similar to sequencing effects found after viewing actual videos. However, the sequencing effects after viewing the visualizations were less pronounced than the corresponding sequencing effects that were found after viewing actual videos. Sequences of both visualized and actually viewed videos showed significant negative end effect and trend effects (both positive and negative). There was also evidence that sequencing effects respond to relative change in TQ rather than absolute TQ.

Consumer acceptance is of great interest in the adoption of novel multimedia products and services. A number of factors can greatly influence the customer experience during a video session, impacting the acceptability of the product or service. Factors such as the Technical Quality (TQ) which covers the technical aspects of the signal quality can be controlled from the network provider. On the other hand, the network provider has no control on the subject's level of interest in a video, the Content Quality (CQ). Together TQ and CQ influence the Overall eXperience (OX) of the subject and, in the case of Over The Top (OTT) video, in a video session. In this paper, we present results from a user subjective study in which the impact of TQ and OX on the acceptability was investigated for OTT video sessions. To minimize the CQ impact on OX, the videos were carefully selected to have relatively neutral content. We assess the impact of TQ and OX on acceptability for videos containing impairment and failure events during lifecycle, thus affecting Accessibility, Retainability and Integrity. Our experimental results indicate that TQ and OX have a strong impact on acceptability.

The high mobility of people requires the availability of goods and services, which must be fast and follows consumer demand. The presence and advancement of technology enable consumers to access the internet and choose the desired product; one way to do this is through e-commerce websites. Using e-commerce websites for promotion, product development, online transactions, product delivery, and after-sales support, which provide mutual backing, facilitates sellers and buyers to transact more effectively and efficiently. It is crucial for business actors in the digital era, such as e-commerce websites, to pay attention to things that attract customers. This study aims to determine the effect of information quality, website aesthetics, and Islamic physical attributes on purchase intention, with customer satisfaction as a mediating variable. This study applied a quantitative approach and obtained information by distributing online questionnaires. The sampling technique used probability sampling. The number of samples was 120 respondents who had met the criteria, namely Muslim women with a minimum age of 18 years, domiciled in Greater Jakarta, and had explored Muslim fashion official websites but never bought products through the website. The data analysis used Structural Equation Model (SEM PLS) technique with SmartPLS 3.0 software. The test results show that the variables of information quality and website aesthetics significantly positively affect customer satisfaction. The customer satisfaction variable has a significant positive effect on purchase intention, but the Islamic physical attributes variable does not significantly affect customer satisfaction.