Analysis of e-service quality from the management perspective: an empirical study on e-government services

Abstract

The purpose of this paper as an empirical case study is to identify and rank the effective factors in e-service quality from the management perspective in the technical and vocational training organisation (TVTO) of the Tehran Province. First, effective factors in e-service quality are identified by the Delphi technique; then, the ranks are calculated using analytical hierarchy process (AHP). AHP can be used as a framework for improving the quality of electronic services. Current study is a descriptive research. A questionnaire is used to collect data. The results show that six criteria (delivery of services, organisational performance, web design, security, usefulness of information and customer satisfaction) and 25 sub-criteria are effective in improving the quality of electronic services in the field of intelligent building system and development agencies. Moreover, service delivery is the highest-ranked criterion, followed by customer satisfaction, usefulness of information, and organisational performance; security is the lowest ranked criterion.