期刊名称：Faculty of Computer Science and Information Technology
出版年度：2008
卷号：0
期号：0
语种：English
出版社：Faculty of Computer Science and Information Technology
摘要：Key Word : expectation, quality, satisfactionABSTRACT :Quality concept makes a success of production institution or services, managedby private or government. This study aims to determine the correspondencebetween expectations and perceptions of the BCA website user, knowing thelevel of BCA website quality with Webqual method, and conducting an analysisof a gap existence between expectation and perception on BCA website user.The Research uses survey methods. We draw purposively sample of 100customers BCA that ever using or accessing the BCA website(www.klikbca.com). The data collected is between January until March 2007.Based on research results, the satisfaction level of perception of using thewebsite is 6374 and the satisfaction level of user expectation with the website is7114. It means that BCA web service is capable of meeting expectations of89.6% and 10.4% is still necessary to repair or improve the performance qualityin order to maximize customer satisfaction on website and there are three factorsof BCA attention.
