Friday, 30 July
Information
Anecdotal evidence suggests that today’s students (Generation Y members) do well with the internet, but struggle with applied software. Zeithaml, Parasuraman and Malhotra (2000) developed service quality measures for service encounters in an electronic environment (e.g.SITEQUAL). This preliminary study measures the gap between GenY students’ expectation of and satisfaction with SPSS software. Altogether, n=43 students participated in the experiment. The results suggest that GenY students seek functionality and not fancy gimmicks in application software. While overall reporting satisfaction with SPSS, some criteria do not meet very high expectations and companies should note and address these gaps.
Start Date
30-7-2010 10:15 AM
End Date
7-30-2010 11:15 AM
wf_yes
SOFTWAREQUAL: The Case of SPSS Statistical Software
Anecdotal evidence suggests that today’s students (Generation Y members) do well with the internet, but struggle with applied software. Zeithaml, Parasuraman and Malhotra (2000) developed service quality measures for service encounters in an electronic environment (e.g.SITEQUAL). This preliminary study measures the gap between GenY students’ expectation of and satisfaction with SPSS software. Altogether, n=43 students participated in the experiment. The results suggest that GenY students seek functionality and not fancy gimmicks in application software. While overall reporting satisfaction with SPSS, some criteria do not meet very high expectations and companies should note and address these gaps.