The impact of e-service quality and information quality on perceived value in career guidance e-services for students

Nicola Cobelli, Angelo Bonfanti, Serena Cubico, Giuseppe Favretto


Purpose. This paper aims at empirically examining a career guidance service in terms of e-service quality, information quality and perceived value.

Methodology. E-survey is carried out by means of a questionnaire. The questionnaire was developed to assess through a linear regression analysis how students estimated a career service offered online in terms of e-service quality, information quality, and their impact on perceived service value.

Findings. Students have perceived as very important to use career guidance e-services. In addition, the perceived value depends on both e-service quality of the e-platform and information quality of the report. Efficiency is the most important dimension of perceived e-service quality of the e-platform, while adequacy appears to be the most important dimension of the report.

Practical implications. Universities should invest into career guidance services to reduce the gap between education and job opportunities.

Originality/value. To the authors’ knowledge, this is the first research that empirically evaluates the impact of perceived e-service quality and information quality on perceived value with specific reference to career guidance e-service.


career development; career counseling service; orientation tool; University; web site; personal skills

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