Internetinės svetainės kokybės vertinimas: keleivių pervežimo paslaugas teikiančio tinklo atvejis

LTĮmonės, teikiančios keleivių pervežimo paslaugas, siekia tapti prieinamos kiekvienam klientui. Internetinė svetainė – įrankis, padedantis ne tik populiarinti viešojo transporto idėją, bet ir lengvinti procesus. Straipsnio tyrimui atlikti pasirinktas Moustakis ir kt. (2004) internetinės svetainės kokybės vertinimo modelis. Tyrimas atskleidė, jog iš galimų 110 balų, analizuojama internetinė svetainė surinko 87. Tai nėra prastas rezultatas, tačiau internetinė svetainė turi tobulinamų funkcijų, kurios ateityje padės siekti aukščiausio rezultato. Reikšminiai žodžiai: keleivių pervežimas, internetinė svetainė, kokybė. [Iš leidinio]

ENThe growing number of Internet users shows that businesses and service providers must digitize their services or provide electronic access. In order to remain competitive and attractive to customers, companies in the transport sector are increasingly involved in the online space and providing access to and use of services virtually. Passengers gain independence when they can use the service wherever they have an internet connection, but are critical of the quality of the information and features they provide. The article analyzes the quality of the website of a passenger transport company. The essential concept of a “website” and its quality assessment models and criteria are analyzed. A period of 30 years was chosen for a more in-depth study of the concept. Examining the authors and scientific sources of the distinguished and defined period, the similarities and differences of the concept that have emerged in the long run become clear. The concept of a website is often understood differently due to translation errors, the use of the concept in different contexts or insufficiently clear meanings. A website is often understood as a set of specific information that is accessible to a wide audience on demand, without requiring special computer literacy knowledge, in a language understood by any type of user. The analyzed website quality models highlight the most important quality dimensions to be assessed, showing the functionality and quality of the website.The research shows which parts of the website operate flawlessly and perform the intended tasks and functions, and which operations need to be reviewed, analyzed and improved in order to ensure only the highest quality services to users. The chosen research model thoroughly evaluates and analyzes the smallest criteria of website content, navigation, structure and design, appearance and multimedia, which are later divided into even smaller elements - sub-criteria. In order to track the regression or progress of the improvement process in critical areas, evaluations of the quality of the website should be performed on a regular basis to assess the outcome of the decisions made. Key words: Passenger transportation, website, quality. [From the publication]