Analysis of e-service quality from the management perspective: an empirical study on e-government services
Nour Mohammad Yaghoubi, Fatemeh Rigi
International Journal of Business Excellence
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
... riptive 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. Reference to this paper should be made as follows: Yaghoubi, N-M. and Rigi, F. (2017) 'Analysis of e-service quality from the management perspective: an empirical study on e-government services', Int. Iran. He received his PhD in the area of policy-making from Allameh Tabatabai University, Iran. He has published several papers in well-established international journals such as marketing, government, management, information and communications technology and e-government. His major teaching and research interests include e-government, enterprise architecture, government, management, entrepreneurship, knowledge management and organisational behaviour. Fatemeh Rigi received her BS and MS respectively in 1998 and 2014, in Geology Engineering from the University of Sistan and Baluchestan, Zahedan, Iran (BS) and Information Technology Management from the University of Analysis of e-service quality from the management perspective 59 Sistan and Baluchestan, Zahedan, Iran (MA). Her research interests are knowledge management, information technology management, wireless technology, e-government and mobile government.