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- Master's Thesis (1)
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The aim of this thesis was to develop and to evaluate a method, which enables the utilization of traditional dialog marketing tools through the web. For this purpose, a prototype of a website with "extended real-time interaction (eEI)" capabilities has been implemented and tested. The prototype was evaluated by a methodology based on the five-dimensional "e-service quality" measure after Gwo-Guang Lee und Hsiu-Fen Lin. The Foundation of the "e-service quality" measure is the SERVQUAL-Model. A statistical analysis of the user study results showed a significant correlation between eEI and user satisfaction. Before the actual realization of eEI, the "Technology Acceptance Model" after Fred D. Davis was used to investigate currently used real-time interaction systems.
The paper is devoted to solving the problem of assessing the quality of the medical electronic service. A variety of dimensions and factors of quality, methods and models applied in different scopes of activity for assessing quality of service is researched. The basic aspects, requirements and peculiarities of implementing medical electronic services are investigated. The results of the analysis and the set of information models describing the processes of assessing quality of the electronic service "Booking an appointment with a physician" and developed for this paper allowed us to describe the methodology and to state the problem of the assessment of quality of this service.