Research Article Open Access

Measuring Website Quality using Service Quality and User Satisfaction Dimensions: A Conceptual Framework

Mohammed Ali Albalushi1, Zanariah Jano1, Indra Devi2, Ashraf Abazeed3 and Maktoum Alkaabi4
  • 1 Institute of Technology Management and Entrepreneurship, Universiti Teknikal Malaysia Melaka, Malaysia
  • 2 Centre for Languages and Human Development, Universiti Teknikal Malaysia Melaka, Malaysia
  • 3 Department of Computer Science, Instituted of Applied Technology, United Arab Emirates
  • 4 Department of Human Development, Universiti Teknikal Malaysia Melaka, Malaysia

Abstract

The study aimed to develop a conceptual framework for measuring the website quality of public sector organizations through users' feedback on service quality and satisfaction. The methodology involved a full review of previous studies on website quality service quality user satisfaction and website quality evaluation models. The review highlighted the need for further research to explore public organizations’ website quality from users' perspectives. A conceptual framework was proposed to explore website quality using sequel and user satisfaction models.

Journal of Computer Science
Volume 18 No. 7, 2022, 674-686

DOI: https://doi.org/10.3844/jcssp.2022.674.686

Submitted On: 23 August 2021 Published On: 29 July 2022

How to Cite: Albalushi, M. A., Jano, Z., Devi, I., Abazeed, A. & Alkaabi, M. (2022). Measuring Website Quality using Service Quality and User Satisfaction Dimensions: A Conceptual Framework. Journal of Computer Science, 18(7), 674-686. https://doi.org/10.3844/jcssp.2022.674.686

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Keywords

  • Service Quality
  • Public Agency
  • UAE
  • User Satisfaction
  • Website Quality