Journal of Commerce & Management Thought
Year : 2010, Volume : 1, Issue : 2
First page : ( 155) Last page : ( 168)
Print ISSN : 0975-623-X.

Analysis of Expectation Gap in Quality of University Websites

Tarnekar Seema

B.V. (D.U.) Institute of Management and Entrepreneurship Development, Pune.

Abstract

There is much research relating to website design and assessing overall quality of a website, in particular little work has been done on content of a university website. Websites of many educational institutions were studied and it was found that many of them do not have all the information required by the users. Purpose of this study was to find the gap between what is required by intended users and content provided by the website. The objective of the study therefore may be stated as to provide a rating scale for evaluating a university website. If the University websites are reviewed and rated according to standards, it will help to users in their selection of university and so motivate universities to improve their rating accordingly. Questionnaires were administered to students and faculty to know their expectations from a university website. Criteria for evaluating the websites were determined by analysing the requirements of the users so obtained.

Websites of ten selected universities, distributed geographically within India in East, West, North, South and Central zones were studied with reference to general expectations about a good website and specific expectations from students and faculty. The websites were evaluated based on these criteria by administering questionnaires to students and faculty. Based on their evaluations, the websites were classified as poor, satisfactory, good or excellent. Out of the ten websites under study, two were rated as satisfactory and eight were rated as good. This study will provide insight and recommendations for designing more effective website for educational Institutions. It is suggested that accrediting and regulatory bodies like NAAC, NBA, UGC may set standards regarding content of university websites. Based on those criteria, they may insist universities to improve the quality of their websites which will benefit the society at large.

Top