THE USE OF ICT IN THE DELIVERY OF ONLINE SERVICES

摘要

With the changing role of the student from participant to customer, universities should examine their level of customer service. Using a questionnaire adapted from the Student Satisfaction Inventory (SSI), this study assessed the differences in expectations, as examined by importance scores, satisfaction scores, and performance gap scores of RMIT Business undergraduate students in regard to the technological services provided by the university. A random sample of final year Business undergraduate students was surveyed and an analysis was performed to determine how student satisfaction was affected by student online services delivered through the use of Information and Communication Technologies (ICT).