Shu - Te University College of Informatics Graduate School of Information Management Thesis Master A research on Evaluating the Satisfaction of the Deployment of the website of Faculty of Distance Education - Hanoi Open University Student: Tran Trieu Hai Advisor: Dr.Gow Ming Dong Dr.To Quang Cuong February, 2013 Shu-Te University Graduate School of Information Management Thes is A research on Evaluating the Satisfaction of the Deployment of the website of Faculty of Distance Education - Hanoi Open University Tran Trieu Hai Fe bru ary , 20 13 1、 3、 ii A research on Evaluating the Satisfaction of the Deployment of the website of Faculty of Distance Education - Hanoi Open University Student: Tran Trieu Hai Advisor: Dr.Gow Ming Dong Dr Dr.To Quang Cuong 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 February, 2013 iii 樹德科技大學 SHU-TE University 碩博士學位考試成績評分表 Evaluation Form for Master/Doctor Thesis 系所名稱 Graduate School 學　制 Program  碩士班／Master Program  碩 士 在 職 專 班 ／ In-Service Master Program  博士班／Doctor Program 學　　號 Student ID 11731306 姓　名 Name Tran Trieu Hai 論文題目 Thesis Topic A research on Evaluating the Satisfaction of the Deployment of the website of Faculty of Distance Education - Hanoi Open University 總 評 Comments 評 分 （大 寫） Score iv 考試委員 簽 章 Signature 樹德科技大學碩士班研究生 Graduate Student of Shu-Te University 指導研授推薦書 Recommendation Letter from Thesis Adviser 本校資訊管理研究所　　　　　　　　　　　　　君 所提之論文係由本人指導撰述，同意提付審研。 This Student, Tran Trieu Hai, whose thesis entitled　　　　　　 , is under my advisory and agree to submit for examination. 主要指導研授 Adviser ：　　　　　　　　　　　　　 共同指導研授 Co-Adviser ：　　　　　　　　　　　　　 　　　年／Year　　　月／Month　　　日／Day 樹德科技大學碩士班研究生 v 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，認研符合碩士資格標準。 Student Name：Tran Trieu Hai Thesis Title：A research on Evaluating the Satisfaction of the Deployment of the website of Faculty of Distance Education - Hanoi Open University. This is to certify that the thesis submitted by the student named above in summer, 2013. It is qualified and approved by the Thesis Examination Committee. 召集人 Chair, Thesis Committee ：　　　　　　　　　　　　　 委　員 Committee Member ：　　　　　　　　　　　　　 委　員 Committee Member ：　　　　　　　　　　　　　 主要指導研授 Adviser ：　　　　　　　　　　　　　 共同指導研授 Co-Adviser ：　　　　　　　　　　　　　 系所主管 Director of Department ：　　　　　　　　　　　　　 　　　年／Year　　　月／Month　　　日／Day vi ABSTRACT (Vietnamese) Hiện nay, việc cung cấp thông tin của Khoa Đào tạo Từ xa tới các Trung tâm Liên kết đào tạo cũng như tới các học viên đều phải thông qua hệ thống chuyển phát nhanh EMS, điện thoại. Tuy nhiên, do nhiều trung tâm, học viên ở tại các địa phương xa, đi lại khó khăn nên việc gửi thông báo, đề cương, lịch học, lịch thi của Khoa Đào tạo từ xa đến các Trung tâm và học viên không được được kịp thời thậm chí là bị hỏng, thất lạc. Vì vậy, Website Khoa Đào tạo Từ xa – Viện Đại học Mở Hà Nội được xây dựng và phát triển nhằm mở thêm một kênh thông tin từ Khoa Đào tạo Từ xa – Viện ĐH Mở Hà Nội tới sinh viên, công khai các hoạt động của Khoa Đào tạo Từ xa – Viện Đại Học Mở Hà Nội, tránh một số kẻ xấu lợi dụng việc thiếu thông tin để thu thêm các khoản kinh phí của sinh viên, quảng bá hình ảnh, thông tin về Khoa Đào tạo Từ xa – Viện Đại Học Mở Hà Nội. Sau hơn 2 năm triển khai, Website của Khoa Đào tạo Từ xa – Viện Đại học Mở Hà Nội được đánh giá là một kênh thông tin rất quan trọng. Kết quả của luận văn nhằm đánh giá mức độ hài lòng của người dùng với hệ thống Website của Khoa Đào tạo Từ xa – Viện Đại học Mở Hà Nội, tìm ra các giải pháp nâng cấp về website của Khoa Đào tạo Từ xa – Viện Đại học Mở Hà Nội, đề xuất các giải pháp nâng cấp, bổ sung chức năng, mở rộng, nâng cấp thiết bị giúp cho hệ thống hoạt động ổn định Keyword: Website, Khoa Đào tạo Từ xa – Viện Đại học Mở Hà Nội, Sự hài lòng của người dùng, mô hình IS Success, chất lượng thông tin, chất lượng hệ thống, chất lượng dịch vụ, sử dụng dịch vụ. ABSTRACT (ENGLISH) Currently, information provision of the Faculty of Distance Education – Ha Noi Open University to joint training centers as well as to learners must pass EMS express delivery system, telephone. However, because many centers, learners at localities are at far distance, difficult to travel, therefore sending notices, draft, timetable, exam schedule of the Faculty of Distance Education to the centers, learners is not in time, even if damaged, lost. Thus the Website of the Faculty of Distance Education - Hanoi Open University is build and developed to expand an information channel from the Faculty of Distance Education – Hanoi Open University to students, be in open of activities of the Faculty of Distance Education - Hanoi Open University, avoid some evildoers to abuse insufficient information to collect additional expenditures of students, advertise images, information on the Faculty of Distance Education - Hanoi Open University. After over 2 years in use, Website of the Faculty of Distance Education - Hanoi Open University is evaluated as very important information channel. The purpose of this thesis is to Evaluating User’s satisfaction with Website system of the Faculty of Distance Education - Hanoi Open University. Results of the thesis are to find out upgrading solutions for website of the Faculty of Distance Education - Hanoi Open University. With reference to the results of a number of studies evaluating user satisfaction have been published in scientific journals, newspapers of many authors, this study will use the IS Success model to evaluate the user satisfaction with Website of the Faculty of Distance Education - Hanoi Open University. Keywords: Website, the Faculty of Distance Education - Hanoi Open University, User’s satisfaction, information system success model, system quality, information quality, service quality Acknowledgements It was an honor for me to be here today to express my gratitude to all those who helped me with excellent support during the course MIS6. First, I express my deepest gratitude to the instructions of Dr. Gow Ming Dong and Dr. Ton Quang Cuong is guided to their widespread, continuous ideas and patience with me during my thesis. Consulting their inspiring is extremely necessary and valuable for me to complete my thesis. Both of them are really knowledgeable, professional and nice to me at any time, any situation. I feel very fortunate and appreciate them for providing me the opportunity to student friends of them. I also want to express sincere gratitude to all my professors and lecturers at the Department of Information Management and support for my friends, in time I learned in Vietnam with the instructions of them. Special thanks with friends at the HaNoi Open University - who has helped me a lot to complete the questionnaire, for suggestions and advice relevant to my thesis. Above all, I would like to thank my parents for their constant love and support. And, most importantly, I would like to thank my wife and my daughter, whose make my life wonderful and happiness. Warmly thank my best! Table of Contents ABSTRACT (Vietnamese) 1 ABSTRACT (ENGLISH) 2 Acknowledgements 3 Table of Contents 4 List of Table 6 List of Figures 7 ABBREVIATIONS 8 Chapter 1: Introduction 9 1.1. Background of the study 9 1.2. Importance of the study 10 1.3. Research motivation 12 1.4. Statement of the Problem 12 1.5. Research Procedure 12 Chapter 2: Literature review 14 2.1. History of the World Wide Web 14 2.1.1. Early browsers 17 2.1.2. Early Search Engines 18 2.1.3. Web organization 18 2.1.4. Web 2.0 20 2.2. Joomla 22 2.3. Website of Faculty of Distance Education 24 2.3.1. Structure of contents 24 2.3.2. Technical features 25 2.4. Information System Success Model 25 2.5. User satisfaction 27 2.6. System quality 28 2.7. Information quality 29 2.8. Sevice quality 30 Chapter 3: Research Method 34 3.1. Research Design 34 3.1.1. The D&M IS Success Model 34 3.1.2. Updated D&M IS Success Model 35 3.1.3. Research Model 37 [...]... Hanoi Open University Therefore, should have a research, evaluation on users’ satisfaction with the website system of the Faculty of Distance Education - Hanoi Open University Development of website of the Faculty of Distance Education Currently, information provision of the Faculty of Distance Education to joint training centers as well as to learners must pass EMS express delivery system, telephone... Distance Education – Hanoi Open University to students - Be in open of activities of the Faculty of Distance Education - Hanoi Open University - Avoid some evildoers to abuse insufficient information to collect additional expenditures of students - Advertise images, information on the Faculty of Distance Education - Hanoi Open University After over 2 years in use, Website of the Faculty of Distance Education. .. Education - Hanoi Open University is evaluated as very important information channel Averagely there are about 2000 access times Total current access times are over 3,100,000 Thesis title: An Empirical Study on Evaluation of satisfaction level of website of Faculty of Distance Education - Hanoi Open University after 2 years in use 11 Purposes of the research To contribute evaluation of importance of. .. information advertisement on the Faculty of Distance Education - Hanoi Open University on Website To put forth solutions for upgrading, supplementing, fulfilling functions of website 1.3 Research motivation 1 Posting information on website helps learners easy to access at every where and every time 2 Hanoi Open University has had no study about User’s satisfaction for website of the Faculty of Distance Education. .. because many centers, learners at localities are at far distance, difficult to travel, therefore sending notices, draft, timetable, exam schedule of the Faculty of Distance Education to the centers, learners is not in time, even if damaged, lost Thus the Website of the Faculty of Distance Education - Hanoi Open University is build and developed to: - Expand an information channel from the Faculty of Distance. .. have been deployed in Vietnam, this shall promise an effective application environment for training content communication, connection between learners and teachers, the information and communication technology actually becomes an important tool for development of Distance Education in Vietnam 1.2 Importance of the study As an administrator of website system of the Faculty of Distance Education - Hanoi. .. Hanoi Open University, I have duties to ensure the website system in stable operation, propose solutions for development of website Therefore, results of study are useful for me in 10 particular, as well as for the Faculty of Distance Education - Hanoi Open University in general There is still no research showing users’ satisfaction on quality of the website system of the Faculty of Distance Education. .. remote, far religions are rarely used computers, used internet to access the website of the Faculty Many learners of the Faculty of Distance Education are advanced in years, using functions on the website of the Faculty are limited 1.5 Research Procedure In order to implement this thesis, the author has applied the following Research Procedures: Step 1: Determination of research purposes Step 2: Research. .. society Education for All” becomes requirements and commitments of each country and “Life-long learning” has become demand and obligation of each citizen Booming of science and technology, integration process and education renovation, development has been happening at global scale, created opportunity so that the education in general and the tertiary education in particular of Vietnam may quickly approach... • Timetable • Results of study 4 Information on graduation • Information on graduation • Results of final exam 5 News • Notices from the Faculty of Distance Education • Activities of the Faculty of Distance Education 24 • Activities of learners at joint centers 6 Scientific research • News on scientific research 7 Documents - Forms • References • Textbooks, materials • Application forms 8 Statutes . Master/Doctor Thesis 系所名稱 Graduate School 學　制 Program  碩士班／Master Program  碩 士 在 職 專 班 ／ In-Service Master Program  博士班／Doctor Program 學　　號 Student ID 11731306 姓　名 Name Tran Trieu Hai 論文題目 Thesis. Shu-Te University 指導研授推薦書 Recommendation Letter from Thesis Adviser 本校資訊管理研究所　　　　　　　　　　　　　君 所提之論文係由本人指導撰述，同意提付審研。 This Student, Tran Trieu Hai, whose thesis entitled　　　　　　 , is under my advisory and. Trieu Hai Thesis Title：A research on Evaluating the Satisfaction of the Deployment of the website of Faculty of Distance Education - Hanoi Open University. This is to certify that the thesis submitted