Factors Affecting the Use of E-Services from User Perspectives: A Case Study of Al-Balqa’ Applied University

Abstract

The purpose of this study is to explore the major factors affecting user’s utilization and satisfaction of e-services offered by Al-Balqa Applied University, the population of this study consists of 610 participants, a survey was conducted using a questionnaire, the questionnaire was validated by a panel of researchers, 582 usable responses of the questionnaire was collected and analyzed. Results of the study showed that there is an impact of reliability, responsiveness, information quality, security, and usability on the user's satisfaction and intention toward e-services. This study showed how the website design, navigation, and functionality play a crucial role in the overall evaluation of e-service satisfaction. Management of universities need to be aware that a bad experience with website design, navigation, and functionality can affect satisfaction and perception toward e-services that offered by a university.