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What are the factors that determine e-service quality on e-recruiting sites, taking into consideration applicants’ and recruiters’ needs?

Le@Viet, Ahn (2011) What are the factors that determine e-service quality on e-recruiting sites, taking into consideration applicants’ and recruiters’ needs?

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Abstract:Despite the increasing number of definitions and measurements of e-service quality, little research has addressed factors that determine the e-service quality of recruiting websites. In this research, we integrate knowledge from the e-recruiting and e-service quality literatures and derive factors for effective e-recruitment websites with consideration of the needs and perspectives of both groups of end users: applicants and recruiters. An explanatory research method was employed, divided into four steps. First, a literature selection method was devised to identify the most relevant e-service quality and e-recruitment literature. Second, we perform a literature review of e-service quality and e-recruitment fields. The factors related to e-service quality and e-recruitment websites were identified and summarized in the next step. Finally, these factors were classified into salient categories, which are correlative with proposed factors. As a result, we propose seven factors of service quality on recruiting sites: 1) quality of information, 2) security/privacy, 3) website design, 4) usability, 5) enjoyment/entertainment, 6) system quality, and 7) customer service. Our research is one of the first to investigate the overall characteristics of e-recruiting websites and makes a number of contributions to the understanding of web-based recruitment. The results of this study may be useful for information systems designers, recruiters, and human resources managers responsible for developing effective e-recruitng websites.
Item Type:Essay (Master)
Faculty:BMS: Behavioural, Management and Social Sciences
Subject:85 business administration, organizational science
Programme:Business Information Technology MSc (60025)
Link to this item:http://purl.utwente.nl/essays/62851
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