An evaluation of user satisfaction towards online examination system / Aishah Shahirah Mohamad Sofian

User satisfaction is crucial to the success of any services, including electronic service. Online examination is one of the electronic services being offered. Online examination is currently in use by various domains, including public and private sectors in their employee hiring process. Despite many researches done towards the quality of traditional service, which has proved user satisfaction to be the key outcome of service quality, little research is done focusing directly towards electronic services. There are some problems identified related to the current examination system. The three problems identified are there is difficulty in providing reliable results in online examination, candidates find that it is more difficult to take an online examination and they face problem of accessing the online examination system where the system get hanged and crashed. This research's objective is to identify factors contributing to user satisfaction towards online examination system and to develop an online examination satisfaction model. Quantitative approach was used in the research. In evaluating user satisfaction towards online examination system, this research has adopted SERVQUAL model, considering its five dimensions which are reliability ,assurance, responsiveness, empathy and tangible. An online survey was conducted where questionnaires were distributed to 60 respondents through online group consisting of candidates who have experience taking online examination from local recruitment agency. The online group was consists of those who have taken online examination. The findings identified that all five dimensions of SERVQUAL which are reliability, assurance, responsiveness, empathy ad tangible have positive relationship with user satisfaction. It is observed that reliability and responsiveness have strong relationship with user satisfaction, while assurance, empathy and tangible have moderate relationship with user satisfaction. Moreover, the results of this study may be helpful to organizations and service providers in identifying factors of online services that can lead towards user satisfaction. Thus, decision can be made on enhancing service provided to improve satisfaction among users, based on the dimensions/factors identified. For future research, the study can be expanded to a larger number of populations, more and deeper study on user satisfaction with service quality should be carried out and user satisfaction can be assessed based on other dimensions of SERVQUAL that suit the research.