Perceptions about the quality of web sites: a survey amongst students at Northeastern University and Erasmus University

A survey was undertaken to identify the quality aspects perceived to be most important in the design and use of web sites. The questionnaire utilized was based on preliminary research by Cox and Dale who had previously developed a model for assessing the quality of web sites. The results were compared to the SERVQUAL dimensions as developed by Zeithaml, Parasuraman, and Berry for bricks-and-mortar service environments. Our results indicated that the quality dimensions found applicable in the service sector are also applicable to web sites. No major differences have been found between the attitudes of students at Erasmus University Rotterdam (EUR) and those at Northeastern University (NEU), Boston on web quality aspects. Minor differences can be explained by age, gender and field of study. Overall, NEU students make more use of the Internet than EUR students. (C) 2003 Elsevier B.V. All rights reserved.