What is it about?

The article uses SEM-PLS to analyze the relationships between the customers and the back-office of a university. We derived a simple, straightforward method to analyze the forces that motivate the customers to interact with the university

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Why is it important?

The SEM-PLS model is totally replicable in similar situations


Contributions of pairs are welcome

Full Prof. Miguel A. Sellitto

Read the Original

This page is a summary of: Identification and quantification of influent factors in perceived quality of the e-service provided by a university, Business Process Management Journal, June 2016, Emerald,
DOI: 10.1108/bpmj-07-2015-0100.
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