User Satisfaction Using Webqual Instrument: A Research on Stock Exchange of Thailand (SET)

Faculty of Economics, Petra Christian University, Surabaya-Indonesia

Abstract

User satisfaction held an important position in an organization to measure information system implementation excellence. Therefore, it is necessary for an organization to evaluate their delivered service using end-user satisfaction as feedback. The objectives of this study are to evaluate user satisfaction and examine the dimensions of WEBQUAL instrument which are valued by e-library user in Stock Exchange of Thailand (SET). This research conducted under WEBQUAL theory (Barnes and Vidgen) and end-user satisfaction theory (Doll and Torkzadeh). Analysis organized from a set of data which involve 341 responses from e-library systems end-users confirm some degree of positive association between WEBQUAL dimensions and end-user satisfaction.

Keywords : User satisfaction, e-library systems, WEBQUAL theory, end-user satisfaction theory.

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