the purpose of the study is to evaluate the service quality of islamic azad university of mazandaran. the study was a descriptive survey. the statistical population consists of all islamic azad university students of mazandaran and 373 students were chosen through stratified random sampling method as the sample of the study. the data were collected using the servqual standardized questionnaire....

Despite the importance of matching different viewpoints on IS service quality in organizations, there is still little understanding about how perceptual congruence between IS professionals and users affects user satisfaction. Drawing on cognitive dissonance theory and perceptual congruence research, our study examines 169 matched-pair survey responses using polynomial regression and response su...

This research aims to explore the effect of e-service quality on customer satisfaction and loyalty. Especially, the current paper focuses on customer perceptions and reactions to the tangible factors of e-service quality in the Business-to-Customer (B2C) area. This tangible eservice quality includes web design esthetics, ease of use, virtual tour, and visualization. In addition, intangible e-se...

Information system organizations frequently offer complex IT applications and services to its users. These organizations would want the users of these systems to imbue positive “intentions to use” toward the systems. According to the literature, the construct “intention to use” is influenced by the “perceived satisfaction” derived by the particular user when using or consuming a particular prod...

This study applies the information system success model to analyze the website quality of a restaurant (the website of T.G.I. Friday’s as the research case). Website quality was analyzed according to three dimensions: information quality, system quality, and service quality. Customer perceptions related to losses and gains due to website quality were assessed to determine whether such perceptio...