Promotion of E-Technology-Based Services a Case Study of E-Service Quality at a University in Indonesia

In a world increasingly shaped and influenced by information and communication technologies, more and more universities are developing effective e-service quality to enhance their services to students. This paper describes how we used an e-survey to assess service quality development efforts at a school of business and banking in Indonesia. The purpose of the survey was to find out to what degree services at that university are perceived by students and to ascertain which services are in need of improvement by the university. Our survey comprised 45 questions specifically designed to assess the service quality of nine work units within the university, including the campus information system. The survey was administered to 1,319 students. Data analysis was performed by descriptive statistics. The findings show an average score of 3.4 (out of 5), which indicates that service quality at the case-study university is 'fair.' Earning the highest score were the library and general affairs units. Our analysis also identified three groups of students (average, high, and low), based on their perceptions of service quality. Managerial implications associated with the e-survey are also discussed in this paper