20.500.12556/DKUM-10402 MODEL ZADOVOLJSTVA Z E-STORITVAMI E-SERVICE SATISFACTION MODEL V diplomskem delu smo predstavili model kakovosti informacijskih sistemov, ki smo ga prilagodili e-storitvam. S pregledom literature smo identificirali dimenzije uporabnikove zaznave kakovosti e-storitev. Te dimenzije smo povezali z zadovoljstvom uporabnikov e-storitev. Pri izdelavi diplomskega dela smo ugotovili, da je področje kakovosti e-storitev še precej neusklajeno, različni avtorji imajo različne poglede na kakovost e-storitev. Omejitve diplomskega dela se tako nanašajo na neusklajenost dosedanjih raziskav. Pri izdelavi diplomskega dela smo ugotovili, da je zadovoljstvo uporabnikov e-storitve pomembnejše kot sama kakovost e-storitve, ker močneje vpliva na namero o ponovni uporabi. Za merjenje zadovoljstva uporabnikov smo oblikovali anketni vprašalnik in s pomočjo analize odgovorov poskušali oceniti kako izpolnjena je posamezna dimenzija uporabnikove zaznave kakovosti e-storitev. In this diploma paper we presented a quality model of information systems, which we adopted to measure the satisfaction of e-services. Based on the reviewed literature, we have been able to identify the user’s dimensions of e-service perception. We merged these dimensions with the user’s satisfaction of e-services. In the making of this paper we discovered that the area of e-service quality is quite inconsistent, because authors have different views on the quality of e-services. That is why some restrictions of this work are related to the existing research mismatch. In the making of this paper, we discovered that the user’s satisfaction of e-services is more important than its quality, because it results in a greater re-use. To measure the users’ satisfaction, we developed a questionnaire. Based on the analysis of responses, we attempted to assess how the individual dimensions of the user's perception of e-service quality were satisfied. e-storitev model kakovosti e-storitev model zadovoljstva z e-storitvami dimenzije kakovosti e-storitev model kakovosti informacijskih sistemov e-services quality model of e-service e-service satisfaction model quality metrics of e-services information system quality model true true false [A. Petelinšek] Slovenski jezik Angleški jezik Diplomsko delo 2009-05-12 19:16:47 2009-06-02 10:46:38 2022-04-11 16:14:54 2022-04-16 03:25:25 2009 0 Maribor 0 0000-00-00 NiDoloceno NiDoloceno NiDoloceno 0000-00-00 0000-00-00 0000-00-00 004.777:005.336.3(043.2) 13293334 URN:SI:UM:DK:ZWYT44XM UNI_Petelinsek_Andrej_2009.pdf UNI_Petelinsek_Andrej_2009.pdf 1 7397EC7362545C0FD36C6876CA008118 9929a3952f88f2b15337a8d5e8c0d6735dae18b55f95b7e68743f63a1748bd8e d193a91c-7c02-11eb-bb7a-00155d0001ca 20.500.12556/dkum/a251f598-4d65-4c68-b955-3aadd3f9393f https://dk.um.si/Dokument.php?lang=slv&id=8485 Fakulteta za elektrotehniko, računalništvo in informatiko 0 0 0