DETERMINATION OF USERS SATISFACTION LEVEL
           REGARDING THE QUALITY OF E-SERVICES
          PROVIDED BY “BOGDAN-VODĂ” UNIVERSITY

            Sidonia Otilia Cernea, “Bogdan Vodă” University of Cluj-Napoca
                Janetta Sîrbu , “Bogdan Vodă” University of Cluj-Napoca
             Nicolae Mărginean, “Bogdan Vodă” University of Cluj-Napoca

ABSTRACT: The results of researches present in the specialized literature emphasize that
the evaluation of both e-services and traditional services is based on the customers’
individual experiences.
This paper presents a study conducted for evaluating the e-services provided by „Bogdan
Vodă” University from an attitudinal perspective, based on 5 indicators of the services
quality dimensions (tangibles, reliability, responsiveness, assurance and empathy).
The study was performed to establish the quality of the e-services provided by the
university and whether these services influence the university image. Two basic, but well
structured questionnaires were used in conducting this study: the first reflects the
subjects’ expectations and the second conveys their perceptions. Assuming that the most
motivated evaluators of the quality of the e-services provided by the university are its
own students, it has been chosen a sample of 70 „Bogdan Vodă” University juniors.
The indicators interpretation is made according to their values: 0 meaning the
satisfactory level of the e-services and dimensions quality, the positive values indicating
a higher than expected service quality while the negative values translate into lower than
expected service quality.

Key words: quality, e-services, expectations, perceptions, users, dimensions, indicators.

JEL codes: L15, L86, M15