The importance of website quality criteria from the view of users with focus of the EQUAL Techniques and Fuzzy Network Analysis Process

Today, the quality of electronic services provided through the Web site of companies and institutions is an area where organizations can gain competitive advantage. Quality of service, customer satisfaction, and value are three elements that managers in any organization should give serious consideration to when delivering the desired service to their customers. Web service quality is one of the key missions in the organizations that provide services through the website. In this regard, using the EQual model as one of the most up-to-date web quality assessment models, we will identify the factors affecting web quality. The main features of this model will be weighted by the network analysis process from the users' perspective. In this study, firstly a review of current models in service quality assessment has been done and EQAL method has been selected for determining effective indicators on website quality. Finally, after identifying the importance of key indicators of web quality assessment, improvement strategies are presented in a case study. One of the most important websites providing services to researchers, named dissertation dissertation database / country alumni (treasure), was selected as the study. Usability, service interaction, and information quality metrics have the highest importance, respectively, in the quality of the website studied.