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

Authors: Nour-Mohammad Yaghoubi; Fatemeh Rigi

Addresses: Department of Management, University of Sistan and Baluchestan, Sistan and Baluchestan, Iran ' Department of Management, University of Sistan and Baluchestan, Sistan and Baluchestan, Iran

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.

Keywords: e-government; e-services; Delphi technique; analytical hierarchy process; AHP; service quality; government services; electronic government; electronic services; online services; technical and vocational training; Iran; organisational performance; web design; information security; information usefulness; customer satisfaction; service delivery.

DOI: 10.1504/IJBEX.2017.080605

International Journal of Business Excellence, 2017 Vol.11 No.1, pp.58 - 71

Received: 12 Jan 2015
Accepted: 09 Apr 2015
Published online: 01 Dec 2016 *

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