A research on Evaluating the Satisfaction of the Deployment of the website of Faculty of Distance Education Hanoi Open University

Shu - Te University College of Informatics Graduate School of Information ManagementThesis Master A research on Evaluating the Satisfaction of the Deployment of the website of Faculty o

Shu - Te University College of Informatics Graduate School of Information Management

Thesis Master

A research on Evaluating the Satisfaction of the

Deployment of the website

of Faculty of Distance Education - Hanoi Open University

Student: Tran Trieu Hai Advisor: Dr.Gow Ming Dong Dr.To Quang Cuong

February, 2013

A research on Evaluating the Satisfaction of the

Deployment of the website

of Faculty of Distance Education - Hanoi Open University

Student: Tran Trieu HaiAdvisor: Dr.Gow Ming Dong

Dr Dr.To Quang Cuong

A ThesisSubmitted to theGraduate School of Information Management

College of InformaticsShu-Te University

In Partial Fulfillment of the Requirements

For the Degree ofMaster of Science

InInformation ManagementFebruary, 2013

SHU-TE University

碩博士學位考試成績評分表 Evaluation Form for Master/Doctor Thesis

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樹德科技大學碩士班研究生 Graduate Student of Shu-Te University

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_研究所　　　　　　君所提之論文 題目：

經本學位考試委員會審議，認為符合碩士資格標準。

Student Name：Tran Trieu Hai

Thesis Title： A research on Evaluating the Satisfaction of the

Deployment of the website of Faculty of Distance Education - Hanoi

This is to certify that the thesis submitted by the student named above

in summer, 2013 It is qualified and approved by the Thesis

ABSTRACT (Vietnamese)

Hiện nay, việc cung cấp thông tin của Khoa Đào tạo Từ xa tới các Trung tâm Liên kếtđào tạo cũng như tới các học viên đều phải thông qua hệ thống chuyển phát nhanh EMS, điệnthoại Tuy nhiên, do nhiều trung tâm, học viên ở tại các địa phương xa, đi lại khó khăn nên việc gửi thông báo, đề cương, lịch học, lịch thi của Khoa Đào tạo từ xa đến các Trung tâm và học viên không được được kịp thời thậm chí là bị hỏng, thất lạc Vì vậy, Website Khoa Đào tạo Từ xa – Viện Đại học Mở Hà Nội được xây dựng và phát triển nhằm mở thêm một kênh thông tin từ Khoa Đào tạo Từ xa – Viện ĐH Mở Hà Nội tới sinh viên, công khai các hoạt động của Khoa Đào tạo Từ xa – Viện Đại Học Mở Hà Nội, tránh một số kẻ xấu lợi dụng việc thiếu thông tin để thu thêm các khoản kinh phí của sinh viên, quảng bá hình ảnh, thông tin vềKhoa Đào tạo Từ xa – Viện Đại Học Mở Hà Nội

Sau hơn 2 năm triển khai, Website của Khoa Đào tạo Từ xa – Viện Đại học Mở HàNội được đánh giá là một kênh thông tin rất quan trọng

Kết quả của luận văn nhằm đánh giá mức độ hài lòng của người dùng với hệ thốngWebsite của Khoa Đào tạo Từ xa – Viện Đại học Mở Hà Nội, tìm ra các giải pháp nâng cấp

về website của Khoa Đào tạo Từ xa – Viện Đại học Mở Hà Nội, đề xuất các giải pháp nângcấp, bổ sung chức năng, mở rộng, nâng cấp thiết bị giúp cho hệ thống hoạt động ổn định

Keyword: Website, Khoa Đào tạo Từ xa – Viện Đại học Mở Hà Nội, Sự hài lòng củangười dùng, mô hình IS Success, chất lượng thông tin, chất lượng hệ thống, chất lượng dịch

vụ, sử dụng dịch vụ

ABSTRACT (ENGLISH)

Currently, information provision of the Faculty of Distance Education – Ha Noi OpenUniversity to joint training centers as well as to learners must pass EMS express deliverysystem, telephone However, because many centers, learners at localities are at far distance,difficult to travel, therefore sending notices, draft, timetable, exam schedule of the Faculty ofDistance Education to the centers, learners is not in time, even if damaged, lost Thus theWebsite of the Faculty of Distance Education - Hanoi Open University is build anddeveloped to expand an information channel from the Faculty of Distance Education – HanoiOpen University to students, be in open of activities of the Faculty of Distance Education -Hanoi Open University, avoid some evildoers to abuse insufficient information to collectadditional expenditures of students, advertise images, information on the Faculty of DistanceEducation - Hanoi Open University

After over 2 years in use, Website of the Faculty of Distance Education - Hanoi OpenUniversity is evaluated as very important information channel

The purpose of this thesis is to Evaluating User’s satisfaction with Website system ofthe Faculty of Distance Education - Hanoi Open University Results of the thesis are to findout upgrading solutions for website of the Faculty of Distance Education - Hanoi OpenUniversity With reference to the results of a number of studies evaluating user satisfactionhave been published in scientific journals, newspapers of many authors, this study will usethe IS Success model to evaluate the user satisfaction with Website of the Faculty of DistanceEducation - Hanoi Open University

Keywords: Website, the Faculty of Distance Education - Hanoi Open University,User’s satisfaction, information system success model, system quality, information quality,service quality

It was an honor for me to be here today to express my gratitude to all those whohelped me with excellent support during the course MIS6

First, I express my deepest gratitude to the instructions of Dr Gow Ming Dong and

Dr Ton Quang Cuong is guided to their widespread, continuous ideas and patience with meduring my thesis Consulting their inspiring is extremely necessary and valuable for me tocomplete my thesis Both of them are really knowledgeable, professional and nice to me atany time, any situation I feel very fortunate and appreciate them for providing me theopportunity to student friends of them

I also want to express sincere gratitude to all my professors and lecturers at theDepartment of Information Management and support for my friends, in time I learned inVietnam with the instructions of them

Special thanks with friends at the HaNoi Open University - who has helped me a lot

to complete the questionnaire, for suggestions and advice relevant to my thesis

Above all, I would like to thank my parents for their constant love and support And,most importantly, I would like to thank my wife and my daughter, whose make my lifewonderful and happiness

Warmly thank my best!

Table of Contents

ABSTRACT (Vietnamese) 1

ABSTRACT (ENGLISH) 2

Acknowledgements 3

Table of Contents 4

List of Table 6

List of Figures 8

ABBREVIATIONS 9

Chapter 1: Introduction 10

1.1 Background of the study 10

1.2 Importance of the study 11

1.3 Research motivation 13

1.4 Statement of the Problem 13

1.5 Research Procedure 13

Chapter 2: Literature review 15

2.1 History of the World Wide Web 15

2.1.1 Early browsers 18

2.1.2 Early Search Engines 19

2.1.3 Web organization 19

2.1.4 Web 2.0 21

2.2 Joomla 23

2.3 Website of Faculty of Distance Education 25

2.3.1 Structure of contents 25

2.3.2 Technical features 26

2.4 Information System Success Model 26

2.5 User satisfaction 28

2.6 System quality 29

2.7 Information quality 30

2.8 Sevice quality 31

Chapter 3: Research Method 35

3.1 Research Design 35

3.1.1 The D&M IS Success Model 35

3.1.2 Updated D&M IS Success Model 36

3.1.3 Research Model 38

3.2 Research Hypothesis 40

3.2.1 The Website System quality has a positive effect to System use 40

3.2.2 The Website system quality has a positive effect to User’s satisfaction 40

3.2.3 The Website information quality has a positive effect to System use 41

3.2.4 The Website information quality has a positive effect to User’s satisfaction 42

3.2.5 The Website service quality has a positive effect to System use 43

3.2.6 The Website’s Service quality has a positive effect to User’s satisfaction 43

3.2.7 System use has a positive effect to User’s satisfaction 44

3.2.8 User’s satisfaction has a positive effect to System use 45

3.3 Measurement of Variables 49

3.4 Sample 51

3.5 Tool Development 51

3.5.1 Question design 51

3.5.2 Pilot study 51

3.5.3 Data collection 52

3.5.4 Research procedure 52

Chapter 4: Data Analysis 54

4.1 Descriptive analysis and sample demographic 54

4.1.1 Sample description 54

4.1.2 Sample Characteristics 59

4.2 Scale testing 60

4.2.1 Cronbach Alpha testing 60

4.2.2 Analysis Factor 67

4.3 Result of Correlation Analysis 69

4.4 Result of Regression Analysis 72

4.5 Finding and discussion 79

Chapter 5: Conclusion 81

5.1 Conclusion 81

5.2 Contribution and implication 83

5.2.1 Contributions 83

5.2.2 Implication 83

5.3 Research limitations 84

5.4 Future research suggestions 85

Reference 86

Appendix A: QUESTIONNAIRES SURVEY 95

List of Table

Table 1: Summary of research hypotheses 8

Table 2: Measurement of Variables 10

Table 3: The specific parameters 16

Table 4: Gender 17

Table 5: Age 18

Table 6: Education 18

Table 7: Job 18

Table 8: IT Experience 19

Table 9: Frequency Use Computer 19

Table 10: Sample Characteristics 20

Table 11: Results of Information Quality Cronbach Alpha Testing 22

Table 12: Results of SQ Cronbach Alpha Testing 23

Table 13: Results of Service Quality Cronbach Alpha Testing 24

Table 14: Results of System Use Cronbach Alpha Testing 25

Table 15: Results of User Satisfaction Cronbach Alpha Testing 26

Table 16: Total results of Cronbach Alpha Testing 28

Table 17: Results of Analysis Factor 28

Table 18: Result of Correlation Analysis 30

Table 19: Result of ANOVA Analysis 37

Table 20: Research hypotheses and results 41

Table 21: Research hypotheses and results 42

List of Figures

Figure 1: The D&M Original IS Success Model 14

Figure 2: Gap model of Service Quality 1

Figure 3: IS Success model 4

Figure 4: IS Success model Update 5

Figure 5: Research Framework 7

Figure 6: Research procedure 13

Figure 7: Model 1 33

Figure 8: Results of the Model 1 35

Figure 9: Model 2 36

Figure 10:Result of Model 2 38

Figure 11: Research hypotheses and results 39

5 IS Success model Information System Success Model

Chapter 1: Introduction

Contents of Chapter 1 include introduction to general information on informationtechnology development of Vietnam, birth circumstance of website of the Faculty of DistanceEducation - Hanoi Open University, from that point, put forth research motivations,objectives

1.1 Background of the study

Entering the 21st century, the scientific and technological revolution has continuedstrong development, especially the information and communication technology, biologicaltechnology, new materials, mechanics, electronics, automation,… as background forintellectual economic development Science and technology have actually become basicmotive power for socio-economic development Education is a foundation to develop scienceand technology, human resources, to improve talents and cultural standards of the people tomeet demands of modern society In that background, Vietnam must quickly train highquality human resources, research and apply specific technologies to have a position intechnology industry of the world

This era is witnessing newly outstanding position of tertiary education Most ofuniversities in the world are thirsty for comprehensive reform to become centers for training,scientific research, technology transfer, intellectual export and rapidly develop in thedirection of “Popularization, marketization, diversification and internationalization”.Therefore, countries consider tertiary education development as centralized duties of theirsocio-economic development strategies, reserve for the tertiary education with many priorityinvestments to expand scale, improve human resource training quality and ensure socialequality

Information and communication technology has been applied widely in large scale inall life and social fields, especially in education Thanks to connecting network, technologiesand knowledge have overcome borders of geography, of human groups to become knowledge

property of the community Distance Education has become strength of the era, created anopen education without distance, satisfactory with demand of each learner Open educationsystem held at every time, everywhere, at various levels and for all has become the mosteffective solution to satisfy higher and higher requirements on education of the whole society.

“Education for All” becomes requirements and commitments of each country and “Life-longlearning” has become demand and obligation of each citizen

Booming of science and technology, integration process and education renovation,development has been happening at global scale, created opportunity so that the education ingeneral and the tertiary education in particular of Vietnam may quickly approach new trend,theoretical bases, management organization and new training methods, modern lecturingcontents and utilize international experiences for development

The information and communication technology of Vietnam in recent years hasdeveloped with rapid speed According to statistics of 7/2009, all the country had over 2millions of wide brand Internet subscribers and over 16 millions of Internet users Networkinfrastructure has been gradually upgraded and had higher quality, especially transmissionline speed of Internet ADSL has had clear renovation Alost universities, colleges in thewhole country are connected to Internet Mass of software technology and content solutions

of advanced Internet were born, such as 3D technology, WEB 2.0, social network, UnifiedCommunication solution, especially 3G technology have been deployed in Vietnam, this shallpromise an effective application environment for training content communication, connectionbetween learners and teachers, the information and communication technology actuallybecomes an important tool for development of Distance Education in Vietnam

1.2 Importance of the study

As an administrator of website system of the Faculty of Distance Education - HanoiOpen University, I have duties to ensure the website system in stable operation, proposesolutions for development of website Therefore, results of study are useful for me in

particular, as well as for the Faculty of Distance Education - Hanoi Open University ingeneral There is still no research showing users’ satisfaction on quality of the website system

of the Faculty of Distance Education - Hanoi Open University Therefore, should have aresearch, evaluation on users’ satisfaction with the website system of the Faculty of DistanceEducation - Hanoi Open University

Development of website of the Faculty of Distance Education

Currently, information provision of the Faculty of Distance Education to joint trainingcenters as well as to learners must pass EMS express delivery system, telephone However,because many centers, learners at localities are at far distance, difficult to travel, thereforesending notices, draft, timetable, exam schedule of the Faculty of Distance Education to thecenters, learners is not in time, even if damaged, lost Thus the Website of the Faculty ofDistance Education - Hanoi Open University is build and developed to:

- Expand an information channel from the Faculty of Distance Education – HanoiOpen University to students

- Be in open of activities of the Faculty of Distance Education - Hanoi OpenUniversity

- Avoid some evildoers to abuse insufficient information to collect additionalexpenditures of students

- Advertise images, information on the Faculty of Distance Education - Hanoi OpenUniversity

After over 2 years in use, Website of the Faculty of Distance Education - Hanoi Open University is evaluated as very important information channel Averagely there are about

2000 access times Total current access times are over 3,100,000

Thesis title: An Empirical Study on Evaluation of satisfaction level of website of Faculty of Distance Education - Hanoi Open University after 2 years in use.

Purposes of the research

To contribute evaluation of importance of information advertisement on the Faculty ofDistance Education - Hanoi Open University on Website

To put forth solutions for upgrading, supplementing, fulfilling functions of website

3 To propose upgrading, supplementing, fulfilling functions of Website

1.4 Statement of the Problem

Currently, although the information technology in Vietnam is developed with rapidspeed, but at many localities, knowledge level on information technology is poor, materialfacilities such as computers, internet transmission lines are poor

Many learners of the Faculty of Distance Education at remote, far religions are rarelyused computers, used internet to access the website of the Faculty

Many learners of the Faculty of Distance Education are advanced in years, usingfunctions on the website of the Faculty are limited

1.5 Research Procedure

In order to implement this thesis, the author has applied the following ResearchProcedures:

Step 1: Determination of research purposes

Step 2: Research documents

Step 3: Design of research frame and supposition

Step 4: Design of questionnaires and pilot test

Step 5: Distribution of questions to participants Step 6: Collection of data from participants Step 7: Data analysis

Step 8: Definition of factors and models

Step 9: Review, conclusion and proposal

Chapter 2: Literature review

In this Chapter, I shall define some basic concepts as well as researches in relation tothis theme such as concept about user’s satisfaction, service quality, System quality, … Onthe basis of these concepts, I choose to use IS success model for evaluation

2.1 History of the World Wide Web

The World Wide Web ("WWW" or simply the "Web") is a global informationmedium which users can read and write via computers connected to the Internet The term isoften mistakenly used as a synonym for the Internet itself, but the Web is a service thatoperates over the Internet, just as e-mail also does The history of the Internet dates backsignificantly further than that of the World Wide Web

The hypertext portion of the Web in particular has an intricate intellectual history;notable influences and precursors include Vannevar Bush's Memex, IBM's GeneralizedMarkup Language, and Ted Nelson's Project Xanadu

The concept of a home-based global information system goes at least as far back as

"A Logic Named Joe", a 1946 short story by Murray Leinster, in which computer terminals,called "logics," were in every home Although the computer system in the story iscentralized, the story captures some of the feeling of the ubiquitous information explosiondriven by the Web

In 1980, Tim Berners-Lee, an independent contractor at the European Organizationfor Nuclear Research (CERN), Switzerland, built ENQUIRE, as a personal database ofpeople and software models, but also as a way to play with hypertext; each new page ofinformation in ENQUIRE had to be linked to an existing page

In 1984 Berners-Lee returned to CERN, and considered its problems of informationpresentation: physicists from around the world needed to share data, and with no commonmachines and no common presentation software He wrote a proposal in March 1989 for "a

large hypertext database with typed links", but it generated little interest His boss, MikeSendall, encouraged Berners-Lee to begin implementing his system on a newly acquiredNeXT workstation He considered several names, including Information Mesh, TheInformation Mine (turned down as it abbreviates to TIM, the WWW's creator's name) orMine of Information (turned down because it abbreviates to MOI which is "Me" in French),but settled on World Wide Web.

He found an enthusiastic collaborator in Robert Cailliau, who rewrote the proposal(published on November 12, 1990) and sought resources within CERN Berners-Lee andCailliau pitched their ideas to the European Conference on Hypertext Technology inSeptember 1990, but found no vendors who could appreciate their vision of marryinghypertext with the Internet

By Christmas 1990, Berners-Lee had built all the tools necessary for a working Web:the HyperText Transfer Protocol (HTTP) 0.9, the HyperText Markup Language (HTML), thefirst Web browser (named WorldWideWeb, which was also a Web editor), the first HTTPserver software (later known as CERN httpd), the first web server, and the first Web pagesthat described the project itself The browser could access Usenet newsgroups and FTP files

as well However, it could run only on the NeXT; Nicola Pellow therefore created a simpletext browser that could run on almost any computer called the Line Mode Browser.Toencourage use within CERN, Bernd Pollermann put the CERN telephone directory on theweb — previously users had to log onto the mainframe in order to look up phone numbers

According to Tim Berners-Lee, the Web was mainly invented in the Building 31 atCERN ( 46.2325°N 6.0450°E ) but also at home, in the two houses he lived in during thattime (one in France, one in Switzerland)

On August 6, 1991, Berners-Lee posted a short summary of the World Wide Webproject on the alt.hypertext newsgroup.This date also marked the debut of the Web as apublicly available service on the Internet

Paul Kunz from the Stanford Linear Accelerator Center visited CERN in September

1991, and was captivated by the Web He brought the NeXT software back to SLAC, wherelibrarian Louise Addis adapted it for the VM/CMS operating system on the IBM mainframe

as a way to display SLAC’s catalog of online documents; this was the first web server outside

of Europe and the first in North America

An early CERN-related contribution to the Web was the parody band Les HorriblesCernettes, whose promotional image is believed to be among the Web's first five pictures

In keeping with its birth at CERN, early adopters of the World Wide Web wereprimarily university-based scientific departments or physics laboratories such as Fermilaband SLAC

Early websites intermingled links for both the HTTP web protocol and the popular Gopher protocol, which provided access to content through hypertext menuspresented as a file system rather than through HTML files Early Web users would navigateeither by bookmarking popular directory pages, such as Berners-Lee's first site athttp://info.cern.ch/, or by consulting updated lists such as the NCSA "What's New" page.Some sites were also indexed by WAIS, enabling users to submit full-text searches similar tothe capability later provided by search engines

then-There was still no graphical browser available for computers besides the NeXT Thisgap was filled in April 1992 with the release of Erwise, an application developed at theHelsinki University of Technology, and in May by ViolaWWW, created by Pei-Yuan Wei,which included advanced features such as embedded graphics, scripting, and animation.ViolaWWW was originally an application for HyperCard Both programs ran on the XWindow System for Unix

Students at the University of Kansas adapted an existing text-only hypertext browser,Lynx, to access the web Lynx was available on Unix and DOS, and some web designers,

unimpressed with glossy graphical websites, held that a website not accessible through Lynxwasn’t worth visiting [28]

2.1.1 Early browsers

The turning point for the World Wide Web was the introduction of the Mosaic webbrowser in 1993, a graphical browser developed by a team at the National Center forSupercomputing Applications (NCSA) at the University of Illinois at Urbana-Champaign(UIUC), led by Marc Andreessen Funding for Mosaic came from the High-PerformanceComputing and Communications Initiative, a funding program initiated by then-Senator AlGore's High Performance Computing and Communication Act of 1991 also known as theGore Bill

Remarkably the first Mosaic Browser lacked a "back button" which was proposed in1992-3 by the same individual who invented the concept of clickable text documents Therequest was emailed from the University of Texas computing facility The browser wasintended to be an editor and not simply a viewer, but was to work with computer generatedhyper text lists called "search engines"

The origins of Mosaic date to 1992 In November 1992, the NCSA at the University

of Illinois (UIUC) established a website In December 1992, Andreessen and Eric Bina,students attending UIUC and working at the NCSA, began work on Mosaic They released an

X Window browser in February 1993 It gained popularity due to its strong support ofintegrated multimedia, and the authors’ rapid response to user bug reports andrecommendations for new features

The first Microsoft Windows browser was Cello, written by Thomas R Bruce for theLegal Information Institute at Cornell Law School to provide legal information, since morelawyers had more access to Windows than to Unix Cello was released in June 1993

After graduation from UIUC, Andreessen and James H Clark, former CEO of SiliconGraphics, met and formed Mosaic Communications Corporation to develop the Mosaicbrowser commercially The company changed its name to Netscape in April 1994, and thebrowser was developed further as Netscape Navigator [28]

2.1.2 Early Search Engines

In January 1994, Mike Hippert CEO and founder of Online Technology Exchange,Inc., created the first Electronic Component Part Search Engine Online " The Online Locator

" Part Search Database: It was an index of all Semiconductors and Integrated Circuits ( IC's )that later transformed into what is known as " The Search Engine ", creating one of the 1stOnline Search boxes Online that retrieved and searched the entire Database of "chips" at thattime Then it displayed the part number that was searched in an organized manner onlinearound the world, known and titled "PART SEARCH" [28]

2.1.3 Web organization

In May 1994, the first International WWW Conference, organized by Robert Cailliau,was held at CERN; the conference has been held every year since In April 1993, CERN hadagreed that anyone could use the Web protocol and code royalty-free; this was in part areaction to the perturbation caused by the University of Minnesota's announcement that itwould begin charging license fees for its implementation of the Gopher protocol

In September 1994, Berners-Lee founded the World Wide Web Consortium (W3C) atthe Massachusetts Institute of Technology with support from the Defense Advanced ResearchProjects Agency (DARPA) and the European Commission It comprised various companiesthat were willing to create standards and recommendations to improve the quality of the Web.Berners-Lee made the Web available freely, with no patent and no royalties due The W3Cdecided that its standards must be based on royalty-free technology, so they can be easilyadopted by anyone

By the end of 1994, while the total number of websites was still minute compared topresent standards, quite a number of notable websites were already active, many of which arethe precursors or inspiring examples of today's most popular services.

By 1996 it became obvious to most publicly traded companies that a public Webpresence was no longer optional.Though at first people saw mainly the possibilities of freepublishing and instant worldwide information, increasing familiarity with two-waycommunication over the "Web" led to the possibility of direct Web-based commerce (e-commerce) and instantaneous group communications worldwide More dotcoms, displayingproducts on hypertext webpages, were added into the Web

Low interest rates in 1998–99 facilitated an increase in start-up companies Although

a number of these new entrepreneurs had realistic plans and administrative ability, most ofthem lacked these characteristics but were able to sell their ideas to investors because of thenovelty of the dot-com concept

Historically, the dot-com boom can be seen as similar to a number of othertechnology-inspired booms of the past including railroads in the 1840s, automobiles in theearly 20th century, radio in the 1920s, television in the 1940s, transistor electronics in the1950s, computer time-sharing in the 1960s, and home computers and biotechnology in theearly 1980s

In 2001 the bubble burst, and many dot-com startups went out of business afterburning through their venture capital and failing to become profitable Many others, however,did survive and thrive in the early 21st century Many companies which began as onlineretailers blossomed and became highly profitable More conventional retailers found onlinemerchandising to be a profitable additional source of revenue While some onlineentertainment and news outlets failed when their seed capital ran out, others persisted andeventually became economically self-sufficient Traditional media outlets (newspaperpublishers, broadcasters and cablecasters in particular) also found the Web to be a useful and

profitable additional channel for content distribution, and an additional vehicle to generateadvertising revenue The sites that survived and eventually prospered after the bubble bursthad two things in common; a sound business plan, and a niche in the marketplace that was, ifnot unique, particularly well-defined and well-served.

In the aftermath of the dot-com bubble, telecommunications companies had a greatdeal of overcapacity as many Internet business clients went bust That, plus ongoinginvestment in local cell infrastructure kept connectivity charges low, and helping to makehigh-speed Internet connectivity more affordable During this time, a handful of companiesfound success developing business models that helped make the World Wide Web a morecompelling experience These include airline booking sites, Google's search engine and itsprofitable approach to simplified, keyword-based advertising, as well as ebay's do-it-yourselfauction site and Amazon.com's online department store

This new era also begot social networking websites, such as MySpace and Facebook,which, though unpopular at first, very rapidly gained acceptance in becoming a major part ofyouth culture [28]

2.1.4 Web 2.0

Beginning in 2002, new ideas for sharing and exchanging content ad hoc, such asWeblogs and RSS, rapidly gained acceptance on the Web This new model for informationexchange, primarily featuring DIY user-edited and generated websites, was coined Web 2.0

The Web 2.0 boom saw many new service-oriented startups catering to a new,democratized Web Some believe it will be followed by the full realization of a SemanticWeb

Tim Berners-Lee originally expressed the vision of the Semantic Web as follows:Predictably, as the World Wide Web became easier to query, attained a higher degree

of usability, and shed its esoteric reputation, it gained a sense of organization and

unsophistication which opened the floodgates and ushered in a rapid period of popularization.New sites such as Wikipedia and its sister projects proved revolutionary in executing the Useredited content concept In 2005, 3 ex-PayPal employees formed a video viewing websitecalled YouTube Only a year later, YouTube was proven the most quickly popularizedwebsite in history, and even started a new concept of user-submitted content in major events,

as in the CNN-YouTube Presidential Debates

The popularity of YouTube, Facebook, etc., combined with the increasing availabilityand affordability of high-speed connections has made video content far more common on allkinds of websites Many video-content hosting and creation sites provide an easy means fortheir videos to be embedded on third party websites without payment or permission

This combination of more user-created or edited content, and easy means of sharingcontent, such as via RSS widgets and video embedding, has led to many sites with a typical

"Web 2.0" feel They have articles with embedded video, user-submitted comments below thearticle, and RSS boxes to the side, listing some of the latest articles from other sites

Continued extension of the World Wide Web has focused on connecting devices tothe Internet, coined Intelligent Device Management As Internet connectivity becomesubiquitous, manufacturers have started to leverage the expanded computing power of theirdevices to enhance their usability and capability Through Internet connectivity,manufacturers are now able to interact with the devices they have sold and shipped to theircustomers, and customers are able to interact with the manufacturer (and other providers) toaccess new content

Lending credence to the idea of the ubiquity of the web, Web 2.0 has found a place inthe global English lexicon On June 10, 2009 the Global Language Monitor declared it to bethe one-millionth English word [28]

2.2 Joomla

Joomla is a free and open source content management system (CMS) for publishing

content on the World Wide Web and intranets and a model–view–controller (MVC) Webapplication framework that can also be used independently

Joomla is written in PHP, uses object-oriented programming (OOP) techniques (sinceversion 1.5) and software design patterns, stores data in a MySQL or (since version 2.5) MSSQL database,and includes features such as page caching, RSS feeds, printable versions ofpages, news flashes, blogs, polls, search, and support for language internationalization

As of March 2012, Joomla has been downloaded over 30 million times.Over 10,000free and commercial extensions are available from the official Joomla! Extension Directory,and more are available from other sources.It is estimated to be the second most used CMS onthe Internet after WordPress

Joomla was the result of a fork of Mambo on August 17, 2005 At that time, theMambo name was trademarked by Miro International Pvt Ltd., who formed a non-profitfoundation with the stated purpose of funding the project and protecting it from lawsuits.TheJoomla development team claimed that many of the provisions of the foundation structurewent against previous agreements made by the elected Mambo Steering Committee, lackedthe necessary consultation with key stakeholders and included provisions that violated coreopen source values

The Joomla development team created a website called OpenSourceMatters.org todistribute information to users, developers, web designers and the community in general.Project leader Andrew Eddie wrote a letterthat appeared on the announcements section of thepublic forum at mamboserver.com A little more than one thousand people had joinedOpenSourceMatters.org within a day, most posting words of encouragement and support, andthe website received the Slashdot effect as a result Miro CEO Peter Lamont gave a public

response to the development team in an article titled "The Mambo Open SourceControversy — 20 Questions With Miro" This event created controversy within the freesoftware community about the definition of "open source" Forums at many other opensource projects were active with postings for and against the actions of both sides.

In the two weeks following Eddie's announcement, teams were re-organized, and thecommunity continued to grow Eben Moglen and the Software Freedom Law Center (SFLC)assisted the Joomla core team beginning in August 2005, as indicated by Moglen's blog entryfrom that date and a related OSM announcement The SFLC continue to provide legalguidance to the Joomla project

On August 18, Andrew Eddie called for community input on suggested names for theproject The core team indicated that it would make the final decision for the project namebased on community input The core team eventually chose a name that was not on the list ofsuggested names provided by the community On September 22, the new name, "Joomla!,"

was announced It is the anglicised spelling of the Swahili word jumla meaning "all together"

or "as a whole."On September 26, the development team called for logo submissions fromthe community and invited the community to vote on the logo; the team announced thecommunity's decision on September 29 On October 2, brand guidelines, a brand manual, and

a set of logo resources were published for the community's use Joomla won the PacktPublishing Open Source Content Management System Award in 2006, 2007, and 2011

On October 27, 2008, PACKT Publishing announced that Johan Janssens was the

"Most Valued Person" (MVP), for his work as one of the lead developers of the 1.5 JoomlaFramework and Architecture In 2009 Louis Landry received the "Most Valued Person"award for his role as Joomla architect and development coordinators [27]

2.3 Website of Faculty of Distance Education

2.3.1 Structure of contents

Information structure of information portal is built upon thoroughly understandinginformation and service use demands, as well as relations among different users Information

is classified as follows:

1 Introduction on Faculty of Distance Education

 General introduction on the Faculty

 Notices from the Faculty of Distance Education

 Activities of the Faculty of Distance Education

 Activities of learners at joint centers

It has been designed exclusively for use with Joomla! 2.5, allowing upgrades and

updates to add new features

 The Website is built on PHP technology is the best language for developing web applications and widely used all over the world

 Support the use of English by the Unicode standard

 Compatible with the Internet browser

 Compatible and runs on the Linux Server and Windows Server

2.4 Information System Success Model

Information System Success was considered and published 7 times by DeLone and

McLean in the years 1981-1987 to put forth a classification on IS Success This classificationwas researched upon framework model on communication information system of Shannonand Weaver published in 1949 [25] on three levels of information:

 The technical level: accuracy and effectiveness of the system

 The semantic level: Information communication

 The effectiveness level: impact on users

And changes, expansions in the research of Marson in 1978 [26] Marson expandedthe effectiveness level into 3 groups:

 Receipt of information

 Influence on the recipient

 Influence on the system

By determining factor groups of the system success, DeLone and McLean mappedaspects of IS success with the effectiveness levels expanded by Marson and brought forward

6 evaluation factors for an IS Success:

1 The System quality

2 The Information quality

3 Use

4 User’s Satisfaction

5 Individual impacts

6 Organization impacts The System quality is similar to the technical level of the information system TheInformation quality is equal to the semantic level of the system Four remaining factors ismapping for subsidiary levels of Marson in the effectiveness level of the system User’sSatisfaction and Individual impacts are appropriate to “Impacts of information to recipients”.D&M classified on the basis of establishment of communication theories in combination withinformation system IS These theories showed that the flow of information was linear,however, with information system IS with many different measurements on success level butthey still depend to each other (DeLone & McLean 1992) [18]

Figure 1: The D&M Original IS Success Model

(Source: DeLone & McLean 1992) [18])

2.5 User satisfaction

User satisfaction has received attention in the research literature since the 1980s.According to Ives et al (1983), the User’s Satisfaction was a level the user believes that theinformation system is available for them to satisfy their requirements on information

Bailey and Pearson (1983) [29] showed 39 items of musical accessories whichinfluenced on User’s Satisfaction Ives et al (1983) was added four items to measuresatisfaction for the whole user information and developed a short form of musical accessoriesfor information on user’s satisfaction.[30]

According to Doll & Torkzadeh (1988), the User’s Satisfaction was feeling attitudefor a specific computer application of interactions with direct applications.[31]

DeLone and McLean (1992) said that User’s satisfaction was widely used to measuresuccess of the information system.[18]

According to William J Doll (1998), User’s satisfaction was measured by fivefollowing factors, such as contents, accuracy, format, easy to use and timely.[31] Since thedevelopment of the User’s satisfaction, there have been significant changes in informationtechnology, especially with the soaring growth of the Internet and search technologies likeGoogle

According to key scholars such as DeLone and McLean (2003), User’s Satisfactionwas a key measure of computer system success, if not synonymous with it.[19]

Muylle et al [58] empirically validated a standard instrument for measuring the Web

site user satisfaction construct Their instrument consisted of three components: information(relevance, accuracy, comprehensibility, and comprehensiveness), connection (ease-ofuse,entry guidance, structure, hyperlink connotation, and speed), and layout Trepper [59] foundthat convenient site design and financial security had a significant effect on user assessment

of Web sites applications, but that, while an Web sites application can be technicallysuccessful and meet its financial objectives, it can still be a failure if the customers areunhappy with the result McKinney et al [60] presented evidence that a user’s satisfaction of

an Web site can be modeled as a perceived disconfirmation, resulting from a gap betweenuser expectations and the actual performance of the Web site with respect to information andsoftware quality.[61]

2.6 System quality

Many scientists researched and put forth concepts, definitions on the quality system

In 1997, Seddon described “The quality system relates to faults in the system, uniform

of user interface, easy to use, quality of documents, and sometimes, quality and maintenance

of program code”.[32]

In 2004, Sedera and Gable researched and put forth the conclusion that the qualitysystem had 9 attributes They included: easy to use, easy to study, user’s requirements,systematical features, accuracy, flexibility, fineness, integration and customization [33]

In 2006, Wu and Wang tested and put forth conclusion on the quality system, whichrelated to the followings: whether there are faults in the system, easy to use, stable,satisfactory time and flexibility or not [34]

In 2009, Petter and McLean analyzed results of reports from 9 researches announced

on survey of impacts of the quality system on use and User’s Satisfaction Findings from theiranalysis proved that the quality system had a strong and significant influence on use andbuilding of the User’s Satisfaction.[35]

In 2011, Urbach and Muller believed that “the quality system is implemented indesired features of a information system and thus, account for measures of their separateinformation systems, especially focus on use capacity aspects and performance features of thesystem in question” [36]

System quality is the processing quality of an information system, which wasmeasured in terms of ease of use, functionality, availability, flexibility, reliability andresponse time (Shih, 2004) [41] According to Cheung and Lee (2005) "System quality is ameasure of the information processing system itself, and focuses on the outcome of theinteraction between the user and the system The key capability of the Internet supportsgreater interactivity for consumers, and thus system quality is largely characterized by theinteraction between consumers and the website" [42] System quality is driven by factorssuch as fast page loading, clear presentation, and simple, intuitive navigation (Cameron,1999) [43] While McKinney et al (2002) empirically demonstrated that access, usability,and navigation are the three dimensions of system quality [44]

2.7 Information quality

According to DeLone & McLean (1992), the Information quality mentioned to quality

of output results of production information system might be in report forms or online display

In 1990, Huh et al proved that there were 4 sizes to measure the Information quality such asaccuracy, sufficiency, consistency and money [37] In 2005, Nelson et al used accurate,sufficient structures, money from research results of Huh et al (1990) to research and headded format size for the Information quality [38] Research results of Seddon (1997) andresearch results of Urbach & Muller (2011) showed that, sizes to measure the Informationquality included: in time, accuracy, sufficiency, availability, uniforms, trusty, scale,appropriate level, and format of information [39][36]

In 2002, Rai, Lang & Welker carried a test on use and the User’s Satisfactioninformation system for students They concluded that the Information quality had significant

to useful impact on perception of User’s Satisfaction [40] In 2009, Petter & McLeananalyzed results of reports in researched announced on effective survey for the Informationquality, for use and the User’s Satisfaction Through summary and analysis of these results,they concluded: the Information quality had large and important influence on use and user’ssatisfaction [35] In 2011, Urbach & Muller reckoned that index of the Information qualitywas always considered as an important premise of the User’s Satisfaction [36].

2.8 Sevice quality

Originating from quality viewpoints in production field of the 1930s, in the recentdecades, the service quality has determined as a strategically comparative factor The servicequality is a very wide and complicated category; it generally reflects economic, technical andsocial contents Due to that complicated nature, thus currently there are many differentconcepts on quality, it may recognize that depending on approach direction, the qualityconcept is understood by different ways, each way has scientific basis to settle certainobjectives, duties in the fact Few specialists on quality defined the service quality as follows:

According to ISO 8402 standards, the service quality is “A set of characteristics of anobject, creates such object satisfaction capacity with the proposed or implicit requirements”

It may be understood the service quality is user’s satisfaction which is measured bydifference between expected and perceived quality If the expected quality is lower thanperceived quality, then the service quality is perfect, if the expected quality is higher thanperceived quality, then the service quality is unsatisfactory, if the expected quality is as same

as the perceived quality, then the service quality is satisfactory

According to Feigenbaum “Quality is a decision of customer upon actual experiencefor products or services, measured upon requirements of customers, these requirements may

be or not put forth, perceived or simply is perception, completely subjective or special andrepresenting for motive objectives in a competitive market”

The service quality was a level which a service satisfied demands and expectations ofcustomers (Lewis & Mitchell, 1990; Asubonteng & ctg, 1996; Wisniewski & Donnelly,1996) Edvardsson, Thomsson & Ovretveit (1994) reckoned that the service quality was aservice satisfactory expectations of customers and their demands

Also according to Parasuraman et al (1985:1988), the service quality was a distancebetween expectations of customers and their awareness when used service He is considered

as the first researcher for the service quality particularly and in detail in marketing field withputting forth the model of 5 gaps in the service quality

Figure 2: Gap model of Service Quality

(Source: Parasuraman et al.,1985)

 Gap (1) is difference between consumer expectations and management perceptions of consumer expectations Translation of consumer expectations when not thoroughly understanding characteristics of the service quality, characteristics of customers creates this difference

 Gap (2) is created when the provider faces to objective and subjective difficulties,obstacles when translation of perceptions into specific quality criteria and translation

as expectations These criteria become marketing information to customers

 Gap (3) is formed when service deliverer to customers in accordance with statedcriteria Transaction officer’s role in person is very important in creating the servicequality

 Gap (4) is difference between service delivery and perceived service from customers

 This information may increase expectations but may also reduce perceived servicequality when customers don’t properly perceive things committed

 Gap (5) is formed from difference between the perceived quality and expected qualitywhen customers consume service Parasuraman et al (1985) believed that the service quality is just the fifth Gap This Gap depends on 4 previous gaps [24]

Really, ensuring and improving the service quality is reduction and cancel of gapsunder the service quality model (Figure 2)

Through the above-mentioned definitions, it may recognize that approach of concept

of the service quality is user’s satisfaction level for their demands, aspiration, is the trend ofquality specialists in the current stage Upon that viewpoint, the service quality has thefollowing characteristics:

 Quality is user’s satisfaction, if a certain service product is unsatisfactory with user’sdemand, it is considered as poor quality

 Due to quality measured by demand satisfaction, but demands always change,therefore quality also changes from time to time, upon use space and conditions

 Customers’ demands may be announced clearly in form of regulations, standards but some demands are only perceived by customers in use and after end of use process