Electronic Service Quality in Higher Education: Evidence from Albania

  • Shpëtim Çerri


The purpose of this paper is to investigate the electronic service quality (e-SQ) offered by a higher education institution in Albania. Many universities are implementing web-based solutions to facilitate the delivery of their services, previously offered by appointed staff and physical facilities. These electronic services aim to increase the effectiveness of university's activities as well as to increase the convenience and the quality that both students and faculty receive. This study employs a modified E-S-Qual scale to measure the perceived service quality offered by a public university in Albania. Exploratory factor analysis and multiple regression analysis were used to confirm the proposed factor structure, while ANOVA served to measure the differences in e-SQ perceptions between students and faculty. The data analysis reveals interesting findings about the e-SQ offered by the university, as well as highlights the differences in perceptions between students and faculty. The study also affirms the E-S-Qual scale as a suitable instrument for measuring the e-SQ in higher education institutions. The results of the study are helpful for university management as they provide an overview of actual conditions of the quality the university offers and serve as a benchmark for further improvements. A limitation of this paper is that it focuses in measuring the e-SQ in a single setting. Nevertheless, this does not compromise the generalizability of the results and encourages the replication of this kind of study with further research.
Dec 30, 2014
How to Cite
ÇERRI, Shpëtim. Electronic Service Quality in Higher Education: Evidence from Albania. European Journal of Social Science Education and Research, [S.l.], v. 1, n. 2, p. 205-211, dec. 2014. ISSN 2312-8429. Available at: <http://journals.euser.org/index.php/ejser/article/view/722>. Date accessed: 21 nov. 2019. doi: http://dx.doi.org/10.26417/ejser.v2i1.p205-211.