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Quality assessment of E-learning website using asymmetric impact–performance analysis and Kano’s customer satisfaction model: a case study based on WebQual 4.0

Mohammadreza Esmaeili Givi (Public Administration, Faculty of Management, Faculty of Governance, University of Tehran, Tehran, Iran)
Hamid Keshavarz (Laboratory for Social and Cognitive Informatics, National Research University Higher School of Economics, St. Petersburg, Russia)
Zahra Kargar Azad (Library and Information Science, Faculty of Management, University of Tehran, Tehran, Iran)

Information Discovery and Delivery

ISSN: 2398-6247

Article publication date: 9 May 2022

Issue publication date: 6 January 2023

553

Abstract

Purpose

Using asymmetric impact–performance analysis for examining an asymmetric relationship between user satisfaction and website features, the present research aims to identify features of high priority for quality improvement. For doing so, the current research was conducted in the context of the E-learning website of the most prestigious university in Iran, namely, the University of Tehran.

Design/methodology/approach

The main question was which of the three groups of basic, performance and excitement factors has the required dimensions of the quality of the website based on the model WebQual 4.0 by considering Kano’s user satisfaction model and impact–performance analysis. This is a descriptive survey, applied and cross-sectional study. The study population included Tehran University’s students who enrolled in virtual courses in the academic year 2020–2021 from which a sample of 457 students was selected. The data collection tool was the questionnaire of Webqual 4.0, as well as a researcher-made questionnaire to measure end-user satisfaction.

Findings

Using structural equation modeling and multiple regression, the findings showed that the customer’s overall satisfaction with the mentioned website is primarily affected by the feature interaction with services, including the two structures of trust and empathy, and then the dimensions of usability and quality of information. Examining the Webqual 0.4 dimensions indicated that the website usability dimension is a part of the high-performance excitement factors group, the information quality dimension is a part of the high-performance basic factors group and the website interaction dimension is in the low-performance basic factors group.

Originality/value

The research is highly innovative taking the theoretical model of Kano and methodological investigation of asymmetric impact–performance analysis into consideration alongside the WebQual 4.0 as a fundamental model for website assessment. Moreover, the research was conducted on an E-learning website, which is unique and a necessity amid the COVID-19 pandemic.

Keywords

Acknowledgements

The work of Hamid Keshavarz was (partially) funded from the Basic Research Program at the National Research University Higher School of Economics.

Citation

Esmaeili Givi, M., Keshavarz, H. and Kargar Azad, Z. (2023), "Quality assessment of E-learning website using asymmetric impact–performance analysis and Kano’s customer satisfaction model: a case study based on WebQual 4.0", Information Discovery and Delivery, Vol. 51 No. 1, pp. 35-46. https://doi.org/10.1108/IDD-08-2021-0083

Publisher

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Emerald Publishing Limited

Copyright © 2022, Emerald Publishing Limited

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