DETERMINATION OF USERS SATISFACTION LEVEL REGARDING THE QUALITY OF E-SERVICES PROVIDED BY “BOGDAN-VODA†UNIVERSITY

The results of researches present in the specialized literature emphasize thatthe evaluation of both e-services and traditional services is based on the customers’individual experiences.This paper presents a study conducted for evaluating the e-services provided by BogdanVoda University from an attitudinal perspective, based on 5 indicators of the servicesquality dimensions (tangibles, reliability, responsiveness, assurance and empathy).The study was performed to establish the quality of the e-services provided by theuniversity and whether these services influence the university image. Two basic, but wellstructured questionnaires were used in conducting this study: the first reflects thesubjects’ expectations and the second conveys their perceptions. Assuming that the mostmotivated evaluators of the quality of the e-services provided by the university are itsown students, it has been chosen a sample of 70 Bogdan Voda University juniors.The indicators interpretation is made according to their values: 0 meaning thesatisfactory level of the e-services and dimensions quality, the positive values indicatinga higher than expected service quality while the negative values translate into lower thanexpected service quality.quality, e-services, expectations, perceptions, users, dimensions, indicators.

CHARACTERISTICS OF WAITING LINE MODELS – THE INDICATORS OF THE CUSTOMER FLOW MANAGEMENT SYSTEMS EFFICIENCY

This paper is dedicated to the presentation of the single-channel waiting line systemswith Poisson arrivals and exponential service times.They represent stages of customer flowmanagement processes. Waiting systems are stochastic mathematical models and they represent thedescribing base of the waiting phenomena, service processes, prioritization, etc. Mathematicalmodels of queuing theory present interest in modeling, designing and analysing of nowadaysinformation networks. Increasing trend of their development and emergence of new networktechnologies, impose new requirements regarding the development of new mathematicals waitingmodels. In this paper we merely present the single-channel waiting line model, with example on afast-food restaurant.customer flow, queuing theory, waiting system, waiting line, efficiency