Evaluating the industrial ergonomics of service quality for online recruitment websites

Abstract

In this current economic climate, many people are searching for jobs with Internet-based (online) recruitment service providers. In order to serve as a viable source of help for these people and ultimately maintain the satisfaction of industrial employers - their paying customers, online recruitment websites should strive to achieve a high level of service quality for the job seekers. The current research (1) proposes an evaluation tool to assist online recruitment websites in quantifying service quality and (2) examines the relationship between service quality and measures of mental workload and performance time. Results suggest a central role for performance time and mental workload on perceptions of service quality. Key elements of service quality for Internet-based job recruitment are provided based on the results and are shown in contrast with those suggested as traditional measures of service quality. Relevance to industry: Time and mental workload required to complete job recruitment tasks with Internet-based service providers can significantly impact overall service quality evaluations. Thus, they should be monitored and benchmarked when possible, as poor service quality perceptions can ultimately impact employers' willingness to subscribe. General service quality, accuracy/efficiency and interface are defined. © 2005 Elsevier B.V. All rights reserved.