Abstract
Given the importance of service quality in service organizations, this article attempted to analyze the impact of perceived quality of electronic services on user satisfaction with the provided services. To do this end, a questionnaire was designed and implemented to measure the satisfaction level of electronic services provided by Social Security Organization. It should be noted that the mentioned questionnaire was based on diverse dimensions of quality of electronic services offered in the form of a conceptual model (including usability, information quality and service interaction). This research was a survey study and it made use of a random sampling method thereof. Having collected data from a sample of 250 users of electronic services of the Social Security Organization (Branch 17) as well as doing correlation and linear regression tests, it was indicated that the perceived quality of electronic services has had a statistically significant and positive impact on user satisfaction with these services. DOI: 10.5901/mjss.2016.v7n3s3p402
Highlights
The bureaucratic mazes are among the major problems of developing countries and, the quality of service provided to users does not receive much attention
The added multiple correlation coefficient for information quality was 0.007 thereof. These three variables were able to account for 53.2% of the variance in user satisfaction in which 43.6% was related to service interaction, 8.4% was related to usability and 1.2% was related to information quality
Regarding the outcome of the first hypothesis of the study, it is indicated that there is a direct relationship between usability and user satisfaction among users of electronic services of the Social Security Organization at 0.95 statistical level
Summary
The bureaucratic mazes are among the major problems of developing countries and, the quality of service provided to users does not receive much attention. The question is whether the mere claim that we provide electronic services to our customers is enough It seems that the logical approach is to review and assess these claims because a claim or even providing such services is not enough and that the quality of these services is important as well. How these services are offered and at what level and to what extent the objective is met, which is the user satisfaction, must receive due attention. The main channel of providing electronic services is the organization's website through which all the services are provided This is where the measurement of service quality goes beyond the organization’s physical environment and building and it enters into the virtual world of websites. This article, which is derived from a systematic research, attempted to assess and evaluate the status of electronic services provided by the Social Security Organization and determined the extent to which users were satisfied with the service quality
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