Evaluation on the satisfaction of GSO’s statisticians on the quality of data dissemination on the GSO’s website

Shu-Te University College of Informatics Graduate School of Information Management Master Thesis Evaluation on the satisfaction of GSO’s statisticians on the quality of data disseminatio

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

Master Thesis Evaluation on the satisfaction of GSO’s statisticians on the quality of data dissemination on the GSO’s website

Student: Than Van Hung Advisor: Dr Hsing-Ya Chang

Dr Le Anh Vinh

March, 2013

Evaluation on the satisfaction of GSO’s statisticians on the quality of

data dissemination on the GSO’s website

Student: Than Van Hung Advisor: Dr Hsing-Ya Chang, Dr Le Anh Vinh

A Thesis Submitted to the Graduate School of Information Management

College of Informatics Shu-Te University

In Partial Fulfillment of the Requirements

For the Degree of Master of Science

in Information Management

March, 2013

This Student, Than Van Hung, whose thesis entitled “ Evaluation

on the satisfaction of GSO’s statisticians on the quality of data dissemination on the GSO’s website ”, is under my advisory and agree to submit for examination

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

學位考試審定書 Qualification Form of Master Degree

100 學年度第 2 學期 _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：Than Van Hung

Thesis Title：“ Evaluation on the satisfaction of GSO’s statisticians on the quality of data dissemination on the GSO’s website ”

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

in S pring , 2013 It is qualified and approved by the Thesis Examination Committee

Department of Information Management, Shu-Te University Evaluation on the satisfaction of GSO’s statisticians on the quality of

data dissemination on the GSO’s website

Student: Than Van Hung

Advisor: Dr Hsing-Ya Chang Co-advisor: Dr Le Anh Vinh

ABSTRACT

Currently, quality is more interested in the world Quality is mentioned in all areas

of society such as industry, business administration, service and in data dissemination as

well Quality of data dissemination is always a key issue in the dissemination of

statistics in particular and statistical activities in general Improving the quality of data

dissemination is an important task of the General Statistics Office (GSO) of Vietnam

and is the prerequisite for the survival and development GSO’s website

Besides, the trend of globalization is growing intensively and extensively and

globalization in statistics dissemination is no exception to that rule Globalization in

modernization of Vietnam’s GSO in the 21st century Statistical agencies, regardless of

in developed countries or developing countries, are all in the trend of

internationalization and globalization The reason for such a phenomenon is that

statistical data are increasingly important and interested by underdeveloped countries,

developed countries and developing countries Under this context, it is essential to build

a statistical database for dissemination on the GSO’s website

In modern quality management, philosophy of user-orientation plays a key role

One of the decisive factors for the survival and development of the supplier of statistics

is the satisfaction of customers on the quality of provided services and products

Quality should be evaluated by the users themselves, not the providers Thus, in data

dissemination, assessment of the quality of information dissemination through the

opinions of users, focusing on statisticians is very essential Thereby, GSO has an

outlook on what its products and its expectations rather than just investment in facilities,

input data and other factors in the data dissemination

Since dissemination of statistics is a form of public service, this means GSO is the

service provider Customers of GSO are primarily data users such as State employees,

local enterprises, international organizations, students, pupils including statisticians

Statisticians plays a number of roles in the dissemination of statistics, they are important

customers directly involved in the data dissemination process and regular use of data on

the website of GSO for their daily work

In this service, the role of statistical staff as a service user is highlighted The

thesis will assess the satisfaction of the General Statistics Office’s staff on its service

Based on the theoretical basis and practices of data dissemination, I chose the

topic of my thesis: “Evaluation on the satisfaction of GSO's statisticians on the

quality of data dissemination on the GSO's website”

The result of the research will contribute to help GSO in improving the quality of

data dissemination on its website

Keyword: Evaluation Satisfaction, Data dissemination quality, Statistics

First of all, I would like to express my sincere thanks to my supervisor and

co-advisor Thanks to the enthusiastic supervision from Hsing-Ya Chang, Ph.D Assistant

Professor, Department of Information Management, Shu-Te University, and Dr Le Anh

Vinh, Vietnam National University, I completed the thesis "Evaluation on the

satisfaction of GSO's statisticians on the quality of data dissemination on the

GSO's website "

Then, I would like to thank the leaders of the General Statistics Office of

Vietnam, friends and colleagues who dedicatedly helped me during my study and

research of this thesis and who joined in the survey so that I could get best results for

this study

Finally, I would like to give my sincere thanks to my beloved family who helped

me, encouraged me during my study They always supported me, made me feel full of

confidence to spend best time to do my research

Ha Noi, Viet Nam, 2013

Than Van Hung

Table of Contents

ABSTRACT i

ACKNOWLEDGEMENT iv

Table of Contents v

List of Tables viii

List of Figures ix

Chapter 1 Introduction 1

1 Research Background 1

1.1 Definitions 3

1.2 Principles of State statistical information dissemination 4

1.3 System of State statistical information products includes the following major products: 5

1.4 Mechanisms of Statistical information dissemination 5

2 Research motivation 8

3 Research Purposes and objectives 11

3.1 The question of the thesis 11

3.2 General Purpose 11

3.3 Specific purposes 12

4 Research Procedure 13

Chapter 2 Literature Review 15

1 Views on quality 15

2 Theoretical basis of service quality and customers’ satisfaction 16

2.1 Quality of service 16

2.2 Satisfaction of Customers 20

2.3 The relationship between service quality and satisfaction 21

Chapter 3 Research Methodology and Data Collection 25

1 Research Model 25

2 Research Hypotheses 29

3 Data collection 29

4 Measurement of Variables 32

5 Data Analysis 35

Chapter 4 Data Analysis and Results 37

1 Descriptive Statistics 37

2 Reliability Analysis 40

3 Factor Analysis 43

4 Regression Analysis 46

Chapter 5 Research Conclusions 53

1 Research results 53

2 Meaningful research 55

3 Limitations of the study 56

4 Further research 57

REFERENCES 58

APENDIX : Research Questionnaire 68

List of Tables

List of Figures

Chapter 1 Introduction

In this chapter, I summarized of the importance of the thesis, theories related to

the quality in common, quality in dissemination of statistics, quality of service and the

satisfaction At the same time, we came up with theoretical models and research

hypotheses measuring the satisfaction of statisticians on the quality of data

dissemination on the website of the General Statistics Office of Vietnam

The thesis uses the SERVQUAL scale with 5 components:

(1) Tangibles- appearance of physical facilities, equipment, personnel, and

communication materials (2) Reliability – ability to perform promised service

dependably and accurately.(3) Responsiveness- willingness to help customers and

perform promt services (4) Assurance – Ability to convey trust and confidence to

customers by competence, courtersy, respect to customers) (5) Empathy – caring and

individual attention the firm provides to its customers

Currently, quality is more interested in the world Quality is mentioned in all areas

of society such as industry, business administration, service and in data dissemination as

well Quality of data dissemination is always a key issue in the dissemination of

statistics in particular and statistical activities in general Improving the quality of data

dissemination is an important task of the General Statistics Office (GSO) of Vietnam

and is the prerequisite for the survival and development GSO’s website

Besides, the trend of globalization is growing intensively and extensively and

globalization in statistics dissemination is no exception to that rule Globalization in

data dissemination is a prominent feature in the process of development and

modernization of Vietnam’s GSO in the 21st century Statistical agencies, regardless of

in developed countries or developing countries, are all in the trend of

internationalization and globalization The reason for such a phenomenon is that

statistical data are increasingly important and interested by underdeveloped countries,

developed countries and developing countries Under this context, it is essential to build

a statistical database for dissemination on the GSO’s website

In recent years, Statistics has compiled many important statistical information

products In addition to the traditional printed publications, the important statistical

products are dissminated by other forms such as press conferences; leaflets; press

releases; library and exhibition rooms and CD-ROMs or website and internet

Dissemination of statistical information in recent years generally has been

improved in the GSO as well as in the Provincial Statistics Offices and in related

ministries and agencies Users of information have been extended, the amount of

information disseminated to the users have increased more and more Statistical

information collected, processed and integrated not only meets the requirements of the

Party, the State, central and local agencies, but also are popular to many organizations,

individuals inside and outside the country

1.1 Definitions

Dissemination of statistical information is the provision, publication and

transmission of statistical information to agencies, organizations and individuals using

statistical information inside and outside the country via appropriate forms and

mechanisms

State Statistical information is statistics and data analysis which are collected and

corporated by the national statistical system

Products of State Statistical information are expressions of the State Statistical

information in the form of the printed product or electronic products

Forms of state statistical information are forms of transmitting statistical

information for users, for example: Announcement and transmission of information on

the website with internet connection, Release of printed products and electronic

information products (floppy, CD-ROM, DVD and other electronic information

carriers)

1.2 Principles of State statistical information dissemination

a) To be implemented in an organized manner, under the provisions of the Law on

Statistics and other current legislations; and consistent with international practice

b) To be decentralized among national statistical system; closely coordinated

between the National statistical system with relevant agencies and organizations

c) To be equal and transparent in accessing state statistical information; timely

meet the needs for quantity, type and quality of statistical information of agencies,

organizations and individuals as prescribed by law

1.3 System of State statistical information products includes the following major products:

- Report on the socio-economic situation made by GSO, PSOs and ministries

- National Statistical Yearbook; Statistical Yearbook of the Ministries and

Provincial Statistical Yearbook

- Time-series socio-economic analysis for period 5 years, 10 years made by the

GSO, PSOs and ministries

- Results of statistical surveys and censuses

- Statistical database and data warehouse

- Foreign Statistics and other key statistical products integrated and disseminated

by the national statistical system

1.4 Mechanisms of Statistical information dissemination

State Statistical information is disseminated free of charge and for free

a) Free of charge is the main mechanism of state statistical information

dissemination activities, applied to the following State Statistical information :

- Information of the national statistical indicator system; statistical indicator

system of ministries; statistical indicator system of provinces, districts, communes and

other statistical information under the authorities and functions of announcement by the

Director General of the General Statistics Office, ministers, heads of ministerial-level

agencies, presidents of people's Committees of Central provinces and cities and

agencies, organizations and individuals;

- Results of statistics survey, census under and not under the National Statistical

Survey Program funded by the State budget and prescribed to disseminate to subjects as

mentioned in the survey plans;

- Statistical information reflecting the monthly socio-economic situation;

performance-of the annual and 5-year Socio-economic Development Plan, multi-year

socio-economic development strategy and national Goals of the country as well as the

ministries, agencies and localities publicized under their functions, duties and

authorities;

- Foreign Statistical information compiled and disseminated by agencies,

organizations under their functions and duties specified;

- Other statistical information gathered, integrated with State budget and funds of

international organizations, national statistical agencies under multilateral and bilateral

cooperation programs and made public by statistical agencies

For free statistical information can be accessed by all users on the website of

GSO

b) Charging for fee is an additional information dissemination mechanism,

which is organized, professional and in accordance with Vietnamese and

international statistics law Scope of application of this mechanism include:

- Detailed, in-depth statistical information used for business and other profit-made

activities of local and international agencies and organizations to whom statistical

agencies are not obligated to provide statistics and there are no funds for collecting,

corporating and disseminating such information

- Statistical information used for the research and development activities which

are funded to information

- Statistical information processed, integrated, analyzed and disseminated upon

individual requests on the basis of available sources of statistical information, including

free statistical information

2 Research motivation

Since dissemination of statistics is a form of public service, this means GSO is the

service provider Customers of GSO are primarily data users such as State employees,

local enterprises, international organizations, students, pupils including statisticians

Statisticians plays a number of roles in the dissemination of statistics, they are important

customers directly involved in the data dissemination process and regular use of data on

the website of GSO for their daily work

The most severe challenge for the dissemination of statistical information is to

ensure the development requirements and quality at the same time In fact, due to

economic difficulties and the limited annual state budget for statistical activities in

general and the quality improvement of data dissemination in particular, there are not

enough to cover the cost of most necessary requirements on infrastructure, equipment,

technology, personnels In addition, requirements of rapid standardization,

modernization and integration of Vietnam statistics together with other countries in the

region and the world as well as innovation of forms, methods and technologies of data

dissemination and data quality need great effort and determination

In modern quality management, philosophy of user-orientation plays a key role

One of the decisive factors for the survival and development of the supplier of statistics

is the satisfaction of customers on the quality of provided services and products

Quality should be evaluated by the users themselves, not the providers Thus, in data

dissemination, assessment of the quality of information dissemination through the

opinions of users, focusing on statisticians is very essential Thereby, GSO has an

outlook on what its products and its expectations rather than just investment in facilities,

input data and other factors in the data dissemination

Mission of Vietnam statistics system is to produce and disseminate statistical

information timely, accurately, completely, objectively, transparently and provide an

efficient statistical service

* However, in fact there still exist some limitations and inadequacies as

follows:

- The dissemination activities in general are still separated; there is no system of

statistical information which is connected, shared and decentralized between GSO,

PSOs and Statistical units in ministries and agencies

- Quality of information is quite inadequated; analysis and forecasting capacity

which are useful for users are limited

- Information dissemination via electronic products is very limited; Information

on GSO's Website is poor and not updated regularly

- The development of micro and macro database still gets stuck at GSO

- The development of data dissemination policy has been started since many years

ago, but this policy has not yet been completed

- Website address of GSO, www.gso.gov.vn, was officially put into operation in

October 2004 in Vietnamese and English However, information on the webiste is still

poor and not updated regularly Interface has not been changed since 2004

Vietnam Statistical system is organized vertically from central to commune,

including central statistics office (General Statistics Office) and local statistics offices

(Provincial Statistics Offices)

GSO is an agency under the authority of Ministry of Planning and Investment,

acting independently in terms of statistics in accordance with the Statistics Law and

other legislations on statistics; performing advisory functions to assist the Minister of

Planning and Investment in state management of statistics; organizing statistical

activities and providing social and economic statistics to agencies, organizations and

individuals as stipulated by law

Total number of staff in the national statistical system include: 345 people in the

GSO; 2,303 people in 63 Provincial Statistics Offices, and 3,040 people in 697 District

Statistics Offices (data, 2012)

Thus, the thesis "Evaluation on the satisfaction of GSO's statisticians on the

quality of data dissemination on the GSO's website" is really essential in theory and

practice

3 Research Purposes and objectives

3.1 The question of the thesis

To assess the level of satisfaction of the statistics and services of GSO what

factors we need to study?

What elements of the data dissemination that satify statisticians more than others?

How to further improve the quality of data dissemination on the GSO website?

3.2 General Purpose

During the process of opening and integration of Vietnam, dissemination of

statistics is known as a service and GSO is the service provider In this service, the

prominent role of statisticians as the customers using the service The research will

assess the level of satisfaction of statisticians on GSO’s services Results of the research

will enable GSO to further improve the quality of data dissemination on its website

3.3 Specific purposes

- Systemizing theory of quality and statistic data dissemination quality on GSO

website

- Systemizing theory of SERVQUAL scale

- Measuring the quality of statistic data dissemination on the GSO website by

using SERVQUAL scale

- Measuring the impact of quality factors of statistic data dissemination on

satisfaction of statisticians

- Measuring the different distribution of quality elements of statistic data

dissemination and measuring the statisticians’ satisfaction by demographic factors

4 Research Procedure

To assess the satisfaction of statisticians on the quality of statistics dissemination

on the website of the General Statistics Office, the thesis consists of five chapters and is

presented as follows

Chapter 1: Overview This presents a general context, comprising four parts:

Research Background, Research Motive, Research Purposes and Objectives, Research

Procedure of the thesis

Chapter 2 Literature Review, presenting a theoretical framework for my research,

on that basis, I can identify the research objectives and research methods to achieve set

goal

Chapter 3 presents the methods I used to do research and why these methods were

applied

Chapter 4 Data and result analysis This chapter analyses data and results obtained

from the survey This chapter provides the way to answers the research questions

Chapter 5: Conclusions and recommendations In this chapter the research,

significance and limitations of the thesis results are presents It also shows that this

thesis can be further developed and future researched

Figure 1 Research Procedure

Chapter 2 Literature Review

The concept of quality has appeared for a long time and is now commonly used in

dayly life as well as in books We can see term quality anywhere or in any document

However, it is not easy to understand what quality Quality is a very broad and complex

concept, reflecting the general contents of economy, technology, and society Due such

complexity , there are many different definitions of quality Each definition has a

scientific basis to address specific target in practice Here are some ways to understand

the concept of "quality":

According to Juran, "Quality is fitness for use" [22] According to Feigenbaum,

"Quality is a customer determination based upon a customer's actual experience with a

product or service, measured against his or her requirements - stated or unstated,

conscious or merely sensed, technically operational or entirely subjective - and always

representing a moving target in a competitive market” [11] According to Russell,

"quality shows the superiority of goods and services, especially at the level that it can

satisfy all customers’ needs " [37] According to Ishikawa (Japan) " quality is equivalent

to customer satisfaction " [17]

According to ISO 9000:2000, quality is defined as “ the degree to which a set of

inherent characteristics fulfills requirements” [18]

2.1 Quality of service

Quality of goods is tangible and measurable by such objective criteria as features,

characteristics and durability However, service quality is intangible Customers receive

services through communication activities, information perceiving and feeling A

remarkable feature is that customers can only assess the overall service quality as

service are "bought" and "used" Therefore, service quality has not been assessed

precisely

According to Zeithaml : Quality of services is the adjustment of the customers

about the overall excellence and superority of a product It is a form of behavior and is

the consequence of a comparison between customers' expectations of service and their

evaluation of the services they receive [47]

Lewis and Booms said the service was a measure of how well the service level

matched customers’ expectation with the deliverance of quality service meaning the

conformance to customer expectations on a consistent basis [25]

Parasuraman [33, 34], Zeithaml and Berry [47] defined: Quality of service is seen

as the gap between service expectations and perceptions of customers when using the

service

Through many analyses of service quality, suggestions of service quality can be

clearly seen as followed:

(1) Quality of service is more difficult to assess than tangible products

(2) Perception of service quality is the result of the comparison between the

expectations of customers and specific activities of service providers to meet these

expectations

(3) Assessments of quality are not only made from the services but also service

execution as well

This observation demonstrates that the quality of services relates to customers’

expectations and their perceptions about the services Parasuraman (1994) [31]

explained that in order to know the customers’ predictions, the easiest way is to identify

and understand their expectations It is necessary to develop a system to identify

customers’ expectations Then, we have a new strategy for improving service quality

effectively

THE EMERGENCE OF END USER COMPUTING in the mid-1980s placed IS

organizations in the dual role of information provider (producing an information

product) and ser-vice provider (providing support for end user developers) Pitt et

al.(1995) [36] observed that “commonly used measures of IS effectiveness focus on the

products rather than the services of the IS function Thus, there is a danger that IS

researchers will mismeasure IS effectiveness if they do not include in their assessment

package a measure of IS service quality” [36, p.173] Other researchers have agreed

with this, citing the need for a service quality measure to be a part of IS success

Researchers who have argued that service quality be added to the success model

have applied and tested the SERVQUAL measurement instrument from mar- keting, to

an IS context This instrument uses the dimensions of tangibles, reliability,

responsiveness, assurance, and empathy to measure service quality Some sample

SERVQUAL instrument items include:

“IS has up-to-date hardware and software” (tangible);

“IS is dependable” (reliability);

“IS employees give prompt service to users” (responsiveness);

“IS employees have the knowledge to do their job well” (assurance);

“IS has users’ best interests at heart” (empathy)

Van Dyke et al [46] challenged this SERVQUAL metric, identifying “problems

with the reliability, discriminant validity, convergent validity, and predictive validity of

the measure urther work is needed in the development of measures for assessing the

quality of information services.” Recently, Jiang et al.’s [19, 20, 21] empirical study

among 168 users and 168 IS professionals concluded that the SERVQUAL measure is a

valuable analytical tool for IS managers The study found high conver- gent validity for

the reliability, responsiveness, assurance, and empathy of the SERVQUAL scales and

found acceptable levels of reliability and discriminant valid- ity among the reliability,

responsiveness, and empathy scales

Whereas we agree that the SERVQUAL metric needs continued development and

validation, we nevertheless believe that “service quality,” properly measured, deservesto

be added to “system quality” and “information quality” as components of IS suc- cess

Although a claim could be made that “service quality” is merely a subset of the model’s

“system quality,” the changes in the role of IS over the last decade argue for a separate

variable—the “service quality” dimension

Of course, each of these quality dimensions will have different weights depending

upon the level of analysis To measure the success of a single system, information

quality” or “system quality” may be the most important quality component For

mea-suring the overall success of the IS department, as opposed to individual systems,

“service quality” may become the most important variable Once again, context should

dictate the appropriate specification and application of the DeLone & McLean (1992) IS

Success Model [7]

2.2 Satisfaction of Customers

According to Oliver, the satisfaction is the responses of consumers the fulfilment

of their desires [28, 29, 30] This definition implies that satisfaction is the pleasant of

consumers when consuming a product or service that meet their expectations, including

the above and below levels of their expectations

According to Tse and Wilton (1988), satisfaction is the consumers’ response to

the different estimations between the previous expectations and the actual performance

of products as the acceptance after using products [44]

According to Kotler (2001) [24], satisfaction is the level of feeling of a person

from comparing obtained results of a product/service with the expectations of that

person Expectations here are considered the wishes or disires of the people They

derive from personal needs, previous experience and external information such as

advertising, words of mouth from friends, relatives

Thus, the satisfaction level implies the difference between recieved results and

expectations Customers can feel one of three satisfaction levels as followed: If the

results are lower than expectations, customers will be unsatisfied; If results match

expectations, the customer will be satisfied If actual results exceed expectations, the

customer will be very pleased and interested

2.3 The relationship between service quality and satisfaction

Normally, the service businessmen often say that quality of service is the

satisfaction level of customers However, many researchers show that customers’

satisfaction and service quality are two different concepts but have close relationship

with each other Service quality is an objective, quantitive and perceptive concept, while

satisfaction is the combination of subjective components, based on feelings and

emotions (Shemwell & ctg, 1998, by Thongsamak, 2001) [43]

In addition, some researchers such as Parasuraman [34], Zeithaml, Berry [48],

Bitner [4], Bolton [49] supported the idea that customer satisfaction led to service

quality They argued that service quality is the evaluation in a long run while customer

satisfaction is the evaluation of a particular transaction Other researchers like Cronin

[5, 6], Taylor [41], Spreng [38, 39], Mackoy and Oliver [28, 29, 30]said that service

quality is the fist element for the customer satisfaction It is not yet determined which

point is right because both have theoretical basis as well as demonstrated research

results (Thongsamak, 2001) [43]

The concept of satisfaction is indeed multi-faceted, but there are many researchers

who consider user satisfaction to be an appropriate indicator and valid measure of

information system success (DeLone and McLean 1992 [7], Gatian 1994 [13], Jiang et

al 2001 [19, 20, 21], Guimaraes, Yoon and Clevenson 1998 [50], Lin and Shao 2000

[51], Gelderman 1998 [52], Mahmood et al 2000 [53]) DeLone and McLean (1992:69)

[7] outline why they believe user satisfaction has been the most widely used single

measure

After the publication of the Information System Success Model and following the

authors’ request for validation and extension of the model, DeLone and McLean

proposed minor refinements to their model and proposed an updated Information

System Success Model In this updated model, they added a third quality dimension

“Service Quality” into “User satisfaction” [7, 8]

Service quality should cover the support that the service provider offers to the

customer regardless of what business unit provides it before, during, and after the

E-commerce exchange Usage refers to any type of interaction that customers, visitors, or

browsers have with the E-commerce site User satisfaction measures the customers’

opinions of the E-commerce system during the complete service cycle Finally, net

benefits attempts to measure the impact of the system on “customers, suppliers,

employees, organizations, markets, industries, economics, and even our societies”

(DeLone and McLean 2002) [8]

Figure 2 Updated IS Success Model of DeLone & McLean (2003)

Chapter 3 Research Methodology and Data Collection

In this chapter, I will present the entire research methods, factors that affect the

satisfaction of statisticians on the quality of data dissemination on the website of the

General Statistics Office of Vietnam

Hereunder are the hypothesis and variables of the research to facilitate the

verification and assessment of the importance this theory and how it affects satisfaction

of statisticians on the quality of data dissemination on the website of the General

Statistics Office of Vietnam

Sampling methods, sample sizes, modes of data collection, database development

and methods of study will be included in this chapter This will be the initial decisive

factor for the next chapters to complete the incorporation, analysis and conclusions

1 Research Model

Purpose of the research is to find the answers for the following questions:

factors we need to study?

others?

Measuring the impact of quality factors of statistic data dissemination on

satisfaction of statisticians

- Measuring the different distribution of quality elements of statistic data

dissemination and measuring the statisticians’ satisfaction by demographic factors

- Measuring the quality of statistic data dissemination on the GSO website by

using SERVQUAL scale

Service quality measurement includes analyses of a number of tools, including

SERVQUAL (Parasuraman et al: 1998) [33]; SERVPERF (Cronin & Taylor: 1992) [5,

41]; EP/NQ model (Teas: 1993) [42]; Qualitometro (Franceschini & Rossetto (1997)

[12]; critical factor approach (Sureshchander et al: 2002) [40]; bank service quality

(Bahia & Nantel: 2000) [2]; and two-way model (Schvaneveldt et al: 1991) [54] It is

proposed to evaluate the merits of each approach, and implement an applicable

measurement tool for this study

After studying documents, articles and experience of the experts as mentioned